Mobile Technology Leads to Better Customer Experience

Motorola Solutions Survey shows 67% of shoppers agree emerging in-store technologies heighten overall satisfaction.

The rising availability of shopping-assisted options across all shopping channels has raised customer service expectations for shoppers and retail associates. According to the survey, more than eight in 10 (83.3%) surveyed retail associates and managers believe that shoppers can easily find a better deal so customer service is more important than ever. From a shopper perspective, 33% of shopping trips ended with shoppers leaving before satisfying their intent to purchase, costing an average of $125 per trip. Of those lost opportunities, more than 73% did not complete their purchases with the original retailer.

While shopper activity and spend remains higher in-store than online, retailers need to continue to address the needs of the omni-channel shopper. Online purchases swelled by more than 18% compared to 2010 and 63% of surveyed shoppers with smartphones downloaded some type of shopping application.

Increasing online spend has created variances in satisfaction between offline and online experiences – almost 41% of shoppers were not satisfied with the ability to receive in-stock status in-store compared to 20% online. Approximately 27% of shoppers were not satisfied with the ease of finding correct prices in-store versus approximately 14% online; and 42% of shoppers were not satisfied with the check-out process in-store compared to 15% online. Online shoppers cited a much higher dissatisfaction rate (41% compared to 25%) for the return/exchange process, providing a significant advantage for in-store retailers…Continue reading at CSD

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