Shoppers Favor Stores with Robots, Especially Frequent Visitors

Breaking research from Diagnostic Measurement Group shows that shoppers prefer stores that use robots.

The shopper sentiment report can be found here, and a webinar on 10/2 will explore the findings at greater depth: What Retail Shoppers Think of In-store Robots.

According to the survey of over 400 U.S. shoppers who have visited retailers with in-store robots in the last three months, the majority – and particularly those who shop more frequently – cited a positive affinity and strong preference for robots in retail stores.

Shoppers Most Dislike Inconsistent Pricing & Promotions and Low / OOS Inventory

Today’s top shopper frustrations include inconsistent pricing, confusing promotions, and low or out-of-stock (OOS) inventory – all of which can lead to dissatisfaction and a lack of trust.

Enterprising retailers are addressing these challenges through cutting-edge technology, such as inventory robots that help store teams keep shelves fully stocked with the right products at the right price.

The research demonstrates robots’ tangible impact on alleviating these common pain points and creating a differentiated shopping experience. Additional findings from the study include:

• Only 4% of shoppers view retail robots in a negative light. The majority (77%) of shoppers view in-store robots positively, and nearly all shoppers (96%) have a positive or neutral attitude.
• Most shoppers view retailers with in-store robots as innovative (84%) and growing companies (80%), who are investing in its customers’ experience (76%).
• Two-thirds (63%) of shoppers believe robots will improve the accuracy of on-shelf labeling and ensure the products they want are available on shelf.
• Shopper positivity remains constant across repeated exposure to in-store retail robots. 100% of shoppers that liked seeing a robot one time felt the same at 3 or more times.
• Frequent shoppers feel even more positive about robots, liking in-store robots 29% more than infrequent shoppers.
• Most consumers (61%) are more likely to shop at retailers who have in-store robots.
• The above trends are likely to expand, as younger consumers are most favorable to in-store retail robots.

IGD: “Store Intelligence Investments Will Increase”

According to Toby Pickard, Retail Futures Senior Partner at the Institute of Grocery Distribution (IGD):

“At the beginning of 2024, IGD predicted that retailers will focus on technology as a key enabler in helping them drive productivity and reduce costs, and we said retailers will focus on computer vision, automation, robotics and AI to achieve this.

Simbe’s announcement that it is working with more retailers across more geographies is a great example of IGD’s prediction coming to fruition.

In September 2024, IGD was in Turkey on a research trip and visited a Carrefour store with Tally. We were impressed with the capabilities of the robot, and how it is helping store staff redirect their time towards shoppers, it ensures price accuracy, and improves the shopping experience as there are less out of stocks.

We have also been pleasantly surprised by the increasing benefits that the robot offers retailers, such as improving in-store Ecom pick rates, ensuring planogram compliance and more recently offering retailers a virtual tour feature that enables them to view their stores from anywhere in the world.

Regarding the recent survey on U.S. shoppers views about in-store robots, it is encouraging to hear that shoppers are positive about in-store technology. The findings are in line with what I have previously heard from CEO’s and Store Managers that have Tally in-store. I have been told that Tally is helping drive footfall to stores, as the robot brings joy and excitement to their shopping trips, especially shoppers with children.

As the benefits of automation, computer vision, robotics and AI continue to become more apparent, I expect we will see more and more retailers implementing such technology to ensure they remain operationally efficient and offer the best service to shoppers.”

A more comprehensive look at the shopper sentiment data can be found here.

We are also hosting a webinar on October 2 at 12 PM PST – What Retail Shoppers Think of In-store Robots – to discuss the findings in greater depth.