#USA #San Francisco #Retail Automation #Simbe Robotics #shopper trust

Addressing the Retail Trust Gap through Automation

Retail stores are facing an increasing challenge regarding shopper trust, as highlighted in a new independent survey by Simbe, a leader in AI-driven retail solutions. This survey, involving over 1,000 grocery shoppers in the U.S., uncovers critical issues that affect customer loyalty and retail execution at the shelf level. As shoppers express frustration over pricing mismatches and product availability, the need for effective solutions becomes paramount.

The Current Landscape of Shopper Trust

Despite high satisfaction rates among grocery shoppers overall, a substantial gap in trust is emerging. Many customers hesitate to recommend their primary grocery stores due to common issues encountered, including:

• - Pricing Mismatches: Nearly 48% of shoppers reported experiencing discrepancies between shelf prices and what they are charged at checkout. These mismatches serve as a silent eroder of trust, leaving customers skeptical.
• - Stockouts: One-third of consumers indicated they encounter out-of-stock items frequently, especially during promotional events when stock is more likely to run low.
• - Online Order Complications: A notable 25% of shoppers faced delays with their online orders, alongside 20% who reported receiving incorrect substitutions, further complicating their shopping experience.

The Role of In-Store Automation

Fortunately, the survey reveals that in-store automation can provide a pathway to bridge the trust gap that is currently damaging retailer reputation. The findings indicate that shoppers who have observed retail robots in action generally report a more positive perception of the store, with many feeling more inclined to return. Specifically, 97% of shoppers who encountered in-store robots stated that this technology enhanced or maintained their view of the shop.

Brad Bogolea, CEO and Co-Founder of Simbe, expressed, “Shoppers’ loyalty hinges not just on the price on the shelf, but whether it matches at checkout, and if the product is actually in-stock.” The implication here is that operational performance is now a crucial indicator of a retailer's reliability and the foundation of long-term trust between the consumer and the store.

Encouraging Trends in Retail Automation

The market’s shift towards automation is further echoed in the State of In-Store Retailing report, which points to a year-over-year increase of 151% in investment aimed at store intelligence technologies. An impressive 66% of retailers have already begun to implement advanced tools, with a pronounced rise in the adoption of shelf-digitization technologies, including robotics, which are pivotal for improving operational efficiency.

Caitlin Allen, SVP of Market at Simbe, elaborated on the findings, stating, “These data points tell a larger story retailers are losing shopper confidence where it matters most – at the shelf.” In-store automation stands out as a viable solution, which not only addresses gaps in operational execution but also strengthens shopper perception, reassuring them about their shopping experience.

Conclusion

Simbe's survey results emphasize the importance of modernizing retail operations with AI and real-time shelf intelligence. By focusing on closing the execution trust gap, retailers can enhance the in-store experience for shoppers and bolster long-term loyalty. Such advancements not just uplift operational standards but also facilitate a collaborative and connected shopping experience that is essential in today’s retail landscape. To dive deeper into these findings or to access the full report, refer to Simbe's Shopper Loyalty & Spend Survey.