10th Annual Zebra Shopper Survey Reveals One-Half of Millennial Shoppers Better Connected Than Retail Associates
Zebra’s 2017 Global Shopper Study is its 10th annual survey analyzing shopper satisfaction and retail technology trends. The results reveal that heightened customer expectations continue to drive a retail transformation and fuel technology investment. Shoppers are increasingly asking for faster delivery, more fulfillment options and an overall seamless in-store shopping experience, but technology may be central to alleviating some of the biggest pain points.
The survey found that while 44 percent of shoppers are still not satisfied with staff availability and customer service, technology is helping to close the gap. More than half of surveyed consumers believe technology is improving the shopping experience, with 57 percent specifically citing store associates using tablets. As a result of these heightened expectations, brick-and-mortar stores are quickly expanding their e-commerce capabilities, and online-only retailers are further innovating throughout their supply chains in order to remain competitive in today’s dynamic landscape.