43% of consumers pay with their mobile phones – Barometer & Study > Retail

Zebra presents research on consumer buying behavior worldwide. While 75% of consumers surveyed said inflation has caused them to delay purchases, the return to stores is a reality. More than three-quarters (76%) of respondents say they want to stay there as short as possible. At the same time, the use of self-service solutions is increasing: Almost half of consumers say they use self-checkout, and 4 in 10 use cashless payment methods..

77% of merchants surveyed are considering replacing traditional checkouts with automated alternatives

43% of surveyed consumers prefer to pay with a mobile device/smartphone (23 points more than 2019) and half prefer self-checking (increased by 19 points from 2019). The preference for traditional checkout is 20 points lower than in 2019. In turn, the vast majority of merchants (77%) believe that the need for cash registers with employees is decreasing due to automation technologies.. Almost half are revamping their stores by converting traditional checkout locations to self-service and contactless options.

Both physical and digital brands were favored

Zebra’s research shows that consumers want a seamless shopping experience, no matter how they purchase. Seven out of ten prefer to shop both in-store and online. Hence, they prefer e-merchants with physical stores. The convenience offered by this type of sign is appreciated: 75% of consumers surveyed prefer a delivery option for products, and 64% prefer merchants that offer click and collect.. The same applies to reverse logistics: eight ten consumers prefer to buy from businesses with simple return policies. “The era of omnichannel transactions is out of step with how people shop today, Matthew Quiste, Sales and Industry Manager at Zebra Technologies comments. A unified commerce approach can help merchants improve their overall experience to meet the needs of consumers whether they’re shopping online, in-store, on social media or on their phone.”

On their side, Almost half of the merchants surveyed have reserved space in their stores for in-store pickupthereby supporting consumers’ order fulfillment preferences. Smartphone subscriptions continue to grow, with more than eight in ten consumers and nine in ten millennials using this method. Among them, seven in ten want more merchants to offer it.

Eight out of ten consumers order via smartphone

Although nearly eight in ten shoppers worry about inflation-based price increases for basic necessities, they can’t go without these items. Employees surveyed during the study indicate that the top consumer frustration is out-of-stock complaints. Traders are aware of: 80% of them recognize that maintaining real-time visibility of inventory is a major challenge and say they need better inventory management tools in terms of accuracy and availability..

Evaluation of human resources

Among respondents, seven out of ten merchants say they are satisfied with the help provided by their employees, compared to only 37% in 2007.. A majority of surveyed employees (78%) and industry decision makers (84%) say stores that use technology and mobile devices attract and retain more employees. To improve the shopping experience, eight in ten merchants surveyed plan to hire more employees or seasonal workers to prepare or fulfill orders online for the 2022 holiday season. and help customers.

Survey results differ by world region

80% of retailers in the Asia-Pacific region agree that employee training and development is a significant challenge. APAC consumers plan to do 54% of their Christmas shopping in-store.

After APAC (68%), the region with the weakest impact of inflation on purchase postponement is Europe (69%). More than six in ten European workers agree that managing online order returns is a big challenge.

In Latin America, only 68% of merchants surveyed see a decrease in consumer spending due to inflation (compared to 82% globally). In Latin America, nine out of ten consumers use mobile ordering, making it the number one market globally.

Finally, 69% of North American consumers surveyed want more merchants to offer mobile ordering. More than 90% of decision makers surveyed say they have increased the speed and convenience of holiday order fulfillment options.

Methodology:

4,200 global retail consumers, employees and decision makers were interviewed for this study between June and July 2022 by Azure Knowledge Corporation.

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