Shoppers not satisfied with self-service options and retail tech: report
A new global survey has found retailers are not meeting the expectations of shoppers when it comes to integrating technology into the every day shopping experience.
- Sign up now for daily CTV News Ottawa newsletters
- The information you need to know, sent directly to you: Download the CTV News App
While nearly 92 per cent of Canadian shoppers use in-store technology, including self-serve checkout and in-store pickup, many believe these machines are making the shopping experience worse.
The survey was conducted by Mississauga-based company SOTI, who canvassed 1,000 Canadian consumers. The report highlights the growing demand for enhanced in-store interactions, personalized recommendations and real-time inventory access, all of which are crucial for fostering customer loyalty.
More than three-quarters of those surveyed noted they experienced a lack of staff assistance when faced with issues related to self-service machines.
31 per cent of shoppers say they encountered situations where retail staff had to resort to ordering items online using in-store devices, undermining the seamless shopping experience consumers crave.
There is also a pressing need for retailers to optimize their supply chains to meet the demands of Canadian consumers.
46 per cent of consumers expect same-day pick-up for items ordered online and 41 per cent will seek alternative options if delivery or pick-up takes more than two days.
"For retailers, the focus should be on manageability of the technology and not just the fact that it’s the shiny new device out there," said Shash Anand, senior vice-president of product strategy at SOTI.
"Retailers must invest in AI-driven solutions and device management to deliver consistent, personalized, and convenient shopping experiences across physical and online channels."
Walmart is one retailer who is leading the way in introducing a generative AI-powered search experience for iOS customers, which suggests relevant products for consumer queries ranging from football watch parties to bridal showers.
77 per cent of shoppers in the survey expect real-time updates on the status of their orders, highlighting the importance of supply-chain visibility.
Security also remains a top concern for most Canadian consumers, who expressed reservations about sharing personal details online or through in-store devices.
This mistrust extends to data collection and payment technologies used by retailers, with close to half of respondents saying they are worried about financial fraud and identity theft.
"Consumers have every right to be worried," said technology analyst, Carmi Levi.
"Whenever you share personal or confidential information with a retailer, you’re trusting they will do right by it, but we have seen so many examples in recent months where they aren’t doing right by it and they have not earned our trust."
Anand says by investing in advanced technologies, optimizing supply chains and prioritizing security, retailers can create a more seamless shopping experience that drives loyalty and sales growth.
CTVNews.ca Top Stories
![](https://www.ctvnews.ca/polopoly_fs/1.6972157.1721587842!/httpImage/image.jpg_gen/derivatives/landscape_800/image.jpg)
Joe Biden drops out of 2024 race, endorses Kamala Harris to be Democratic nominee
U.S. President Joe Biden dropped out of the 2024 race for the White House on Sunday, ending his bid for re-election after doubts were raised about his fitness for office. Soon after, he endorsed Vice-President Kamala Harris to take his place in the November election.
Justin Trudeau reacts to Joe Biden announcing he won't run for re-election
Prime Minister Justin Trudeau responded to the news that U.S. President Joe Biden won’t run for re-election Sunday, calling Biden a 'true friend.'
Joe Biden wants to pass the baton to Kamala Harris. Here's how that might work
With U.S. President Joe Biden ending his re-election bid and endorsing Vice-President Kamala Harris, Democrats now must navigate a shift that is unprecedented this late in an election year.
The pilot who died in crash after releasing skydivers near Niagara Falls has been identified
NEW YORK (AP) — Officials on Sunday released the name of a pilot who died in a skydiving flight after her passengers jumped from the aircraft near the Niagara Falls.
Woman found dead in the water near Sunset Beach: Vancouver police
Investigators were at Vancouver’s Sunset Beach after a woman’s body was found in the water Sunday morning, according to authorities.
Ottawa man waiting nearly a year for car to be fixed at Acura dealership
An Ottawa man says he’s been waiting nearly a year for his car to be repaired after it was damaged during a storm in August.
Canadian musicians struggle to get visas to perform in the U.S., some cancel shows
Backlogs and processing delays of temporary U.S. visas required by entertainers, athletes and artists has forced some Canadian bands to cancel U.S. tour dates because paperwork wasn't processed in time.
Joy in Newfoundland after 'Lucky 7' fishers survive harrowing days lost at sea
There was a powerful word being repeated in the joyful Newfoundland community of New-Wes-Valley on Sunday: 'Miracle.'
A Florida woman was killed 24 years ago. DNA evidence just helped police make an arrest in the cold case
A Florida woman’s brutal killing nearly 25 years ago may finally be solved after authorities arrested the suspect this week, according to the Sanford Police Department.