Use of in-store technology such as self-checkouts may be increasingly common but many Irish shoppers find it exasperating, according to a new survey that shows high street retailers need to raise their game tech-wise.
The survey indicates that while such technology – which also includes digital enquiry points, stock-monitoring applications and mobile tablets – is being rolled out primarily to improve customer experience; it is in many cases having the opposite effect.
In fact, the Fujitsu Ireland study shows 73 per cent of shoppers trust online retailers to deliver a better in-store technology experience than bricks and mortar stores. Furthermore, it shows that if ecommerce giants such as Amazon or eBay were to open physical outlets here, most shoppers would happily flock to them.
“The blurring of the lines between the physical and digital means that it is up to retailers to ensure they can provide more services, greater speed and a personalised experience for shoppers on a day-to-day basis, said Kenneth Keogh, director of business development, Fujitsu Ireland.