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Company news

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15 Dec 2022

SELF-SERVE DRIVES SEVEN-IN-10 SHOPPERS’ IMPROVED SATISFACTION WITH RETAIL ASSOCIATES

15th annual Zebra Technologies’ study shows steady progress in shopper satisfaction as self-serve technology frees associates to step-up service, speed and convenience

LONDON, England – Oct. 25, 2022 – Zebra Technologies Corporation (NASDAQ: ZBRA), an innovator at the front line of business with solutions and partners that deliver a performance edge, today released the findings of its 15th Annual Global Shopper Study which confirms shoppers are returning to shop in stores in similar numbers seen prior to the pandemic. They have also embraced self-serve habits as they increasingly use “do-it-yourself” (DIY) technology in stores, allowing more associates more time on the floor to help shoppers.

While nearly 75% of shoppers say inflation has caused them to delay purchases, they’re still returning to stores, but most (76%) want to get in and out as quickly as possible. And they’re willing to help make that happen with their growing affinity for self-serve technology.  Shopper interaction across self-serve solutions continues to rise with nearly half of shoppers citing they have used self-checkouts, and almost four-in-10 used cashless payment methods.

Forty-three percent of shoppers surveyed prefer paying with a mobile device/smartphone (+23pp since 2019) and half prefer self-checkout (up +19pp since 2019) as preference for a traditional check-out register staffed by a person has declined (-20pp since 2019). A majority of retailers (77%) believe staffed checkouts are becoming less necessary with automation technology, and nearly half are readying their stores, converting traditional check-out spaces to self-serve and contactless options. Shoppers—and associates—are ready for it; about eight-in-10 expect retailers to have the latest technology.

Consumers also continue to rely on their smartphones during shopping trips; this year’s usage indicates price sensitivity as over half of those surveyed are checking for sales, specials or coupons, aligning with 68% who are concerned about having to reduce spending to make ends meet.

Shoppers’ “Everything Experience”

Consumers expect a seamless experience however they shop. Seven-in-10 prefer shopping both in-store and online as well as favour online retailers that also offer brick-and-mortar locations. Convenience is king for fulfilment: most shoppers (75%) prefer the option to have items delivered and 64% opt for retailers who offer in-store or kerbside pick-up. The same is true for reverse logistics: eight-in-10 shoppers prioritize their spending with retailers that offer easy returns. Nearly half of surveyed retailers are converting space in their stores for order pick-up, supporting consumer fulfilment preferences. Mobile ordering continues to increase, with more than eight-in-10 shoppers and nine-in-10 millennials using it, and seven-in-10 of both groups wanting more retailers to offer it.

“Shoppers don’t see channels, they see one shopping experience however they shop,” said Matthew Guiste, Retail Industry Lead, Zebra Technologies. “The days of siloed, omnichannel operations are out of step with how people shop today. A unified commerce approach can help retailers meet shoppers how they shop—online, in-store, social, mobile, or any combination—and improve their overall experience.”

While nearly eight-in-10 shoppers are concerned about inflationary price increases on everyday essentials, they’re not necessarily leaving stores without the items they wanted due to price. Associates expressed out-of-stock complaints is their number one frustration. A whopping 76% of shoppers leave without the items they intended to purchase with 49% blaming out-of-stocks. Retailers are painfully aware; 80% acknowledge maintaining real-time visibility of out-of-stocks is a significant challenge, and they need better inventory management tools for accuracy and availability.

Leveraging Labour

Seven-in-10 shoppers are satisfied with help from retail associates, compared to only 37% in 2007. And shoppers, associates and retail decision-makers agree shoppers have a better experience when associates use the latest technology to assist them. But that’s not the only benefit, particularly in the face of labor shortages: most surveyed associates (78%) and retail decision-makers (84%) agree that stores leveraging retail technology and mobile devices attract and retain more store associates as well.

To further improve the shopping experience, eight-in-10 retailers surveyed expect to enable more associates/ seasonal staff to help customers and pick/fulfil online orders for the 2022 holiday season. This also addresses another challenge cited by three-quarters of surveyed retailers: improving online fulfilment efficiency and expense.

“After 15 years of studying shoppers, associates, and retailers, one constant is clear—retail is always changing,” Guiste said. “The expectations, experiences, and behaviours of shoppers, associates and retail executives continue to evolve at an increasingly rapid pace. Only when technology and people come together, both in vision for tomorrow and ability to execute today, can retailers consistently deliver the experiences customers expect. Retail is at a point where technology isn’t just a want or nice to have—it’s a must have.”

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KEY REGIONAL FINDINGS

Asia Pacific (APAC)
APAC had the highest percentage of retailers (80%) who agree upskilling/reskilling current store staff is a significant challenge.
Holiday shoppers in APAC expect over half (54%) of their holiday purchases to be in stores.

Europe
Second only to APAC (68%), Europe (69%) has seen the lowest impact of inflation on shoppers delaying purchases, compared to other regions surveyed globally.
Over six-in-10 associates in Europe agree managing returns of online orders is a significant challenge.

Latin America
Only 68% of retailers surveyed in Latin America agree shoppers are spending less due to inflation, compared to 82% who believe they are spending less globally.
Nine-in-10 shoppers in Latin America have used mobile ordering, leading globally.

 North America
Sixty-nine percent of shoppers surveyed in North America agree more retailers need to offer mobile ordering.
Over 90% of retail decision-makers surveyed say they are increasing the speed and convenience of fulfilment options for holiday orders.

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SURVEY BACKGROUND AND METHODOLOGY

Zebra’s 15th Annual Global Shopper Study surveyed over 4,200 shoppers, store associates and retail decision-makers globally to gauge the opinions and expectations on today’s shopper experience, technology usage and fulfilment in June – July 2022 by Azure Knowledge Corporation.

ABOUT ZEBRA TECHNOLOGIES

Zebra (NASDAQ: ZBRA) empowers organizations to thrive in the on-demand economy by making every front-line worker and asset at the edge visible, connected and fully optimized. With an ecosystem of more than 10,000 partners across more than 100 countries, Zebra serves customers of all sizes – including 84% of the Fortune 500 – with an award-winning portfolio of hardware, software, services and solutions that digitize and automate workflows. Supply chains are more dynamic, customers and patients are better served, and workers are more engaged when they utilize Zebra innovations that help them sense, analyze and act in real time.  Zebra recently expanded its industrial automation portfolio with its Fetch Robotics acquisition and increased its machine vision and AI software capabilities with the acquisitions of Adaptive Vision, antuit.ai and Matrox Imaging. Zebra is #42 on Newsweek’s list of America’s 100 Most Loved Workplaces, #42 on Fast Company’s list of the Best Workplaces for Innovators and #79 on Forbes’ list of America’s 500 Best Midsize Employers. Learn more at www.zebra.com or sign up for news alerts. Follow Zebra’s Your Edge blog, LinkedIn, Twitter and Facebook, and check out our Story Hub: Zebra Perspectives.

Media Contact:

Daniel Blackman
Zebra Technologies
+44 (0) 7408 864 597
daniel.blackman@zebra.com

Archetype PR London
londonzebra@archetype.co

Industry Analyst Contact:

Kasia Fahmy
Zebra Technologies
+1-224-306-8654
k.fahmy@zebra.com

ZEBRA and the stylized Zebra head are trademarks of Zebra Technologies Corp., registered in many jurisdictions worldwide. All other trademarks are the property of their respective owners. ©2022 Zebra Technologies Corp. and/or its affiliates.

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15 Dec 2022

KAUFLAND OFFERS CUSTOMERS SEAMLESS SHOPPING EXPERIENCE WITH ZEBRA SELF-SERVICE SOLUTION

European retailer enhances loyalty scheme, offers, check out and payment for shoppers thanks to integrated Android™ based personal shopping solution

RATINGEN, Germany – Nov. 3, 2022 – Zebra Technologies Corporation (NASDAQ: ZBRA), an innovator at the front line of business with solutions and partners that deliver a performance edge, today announced it has implemented Zebra’s PS20 Personal Shopper Series Android scan and go solution in selected Kaufland stores. The solution enables easy, convenient shopping with a 99% customer satisfaction rate according to several Kaufland surveys.

Kaufland is an international retailer with over 1,450 stores and more than 148,000 employees across eight countries. Part of the Schwarz Group, a leading European food retailer, Kaufland is known for its low prices, wide selection and freshness of items.

For several years, Kaufland has been offering customers self-service checkouts (SCO) in selected stores to complement its traditional staffed checkout tills. These SCOs are a modern alternative suitable for small purchases.

Kaufland approached Zebra software partner Re-Vision BV for a solution that could be fully integrated into its existing SCO and customer relationship management systems. Re-Vision recommended Zebra’s PS20 Personal Shopper Series, CC6000 Customer Concierge, and Mobility DNA.

Kaufland began its Personal Shopping Solution (PSS) pilot projects at selected European stores with Zebra’s Professional Services team. This included consulting, project management, deployment, learning-as-a-service and customer scanner output walls. Kaufland, Zebra and Re-Vision’s close collaboration resulted in a proven blueprint for full-scale deployments of the solution, branded K-Scan.

"Zebra and Re-Vision have expertly supported us with this digital automation implementation, and we’ve rolled out this proven PSS solution as K-Scan in many stores,” said Larissa Matei, Project Manager, Kaufland. “Our customers are already using this on a regular basis."

With the PSS, Kaufland enables customers to scan their own items while shopping which is suitable for all basket sizes, including bigger baskets. To pay, the scanned purchase is transferred to the SCO via a QR code. K-Scan delivers consistent information to the shopper, such as promotions, and is integrated with the Kaufland Card loyalty scheme and POS systems, resulting in easy registration, fast SCO and payments via cash, card and vouchers.

“The popularity of self-service solutions continues to grow among retailers and consumers,” said Lars Fux, Business Development Manager, PSS, DACH, Zebra Technologies. “Shopper convenience and experience is king, with online versus in-store a thing of the past. Zebra and our partners can help deliver a seamless shopping experience which is what today’s smart consumers expect.”

KEY TAKEAWAYS

Kaufland deployed Zebra and Re-Vision’s Personal Shopping Series solution in selected European stores, providing a seamless shopping experience for customers.
Customer satisfaction with the PSS solution stands at 99%, according to Kaufland surveys.
Learn more about Kaufland’s PSS and Professional Services experience by reading the case study.

ABOUT ZEBRA TECHNOLOGIES

Zebra (NASDAQ: ZBRA) empowers organizations to thrive in the on-demand economy by making every front-line worker and asset at the edge visible, connected and fully optimized. With an ecosystem of more than 10,000 partners across more than 100 countries, Zebra serves customers of all sizes – including 84% of the Fortune 500 – with an award-winning portfolio of hardware, software, services, and solutions that digitize and automate workflows. Supply chains are more dynamic, customers and patients are better served, and workers are more engaged when they utilize Zebra innovations that help them sense, analyze and act in real time. Zebra recently expanded its industrial automation portfolio with its Fetch Robotics acquisition and increased its machine vision and AI software capabilities with the acquisitions of Adaptive Vision, antuit.ai and Matrox Imaging. Zebra is #42 on Newsweek’s  list of America’s Most Loved Workplaces, #42 on Fast Company’s list of the Best Workplaces for Innovators and #79 on Forbes’ list of America’s 500 Best Midsize Employers. Learn more at www.zebra.com or sign up for news alerts. Follow Zebra’s Your Edge blog, LinkedIn, Twitter and Facebook, and check out our Story Hub: Zebra Perspectives.

Media Contact:

Tracey Wong 
Zebra Technologies 
+44 7900 933869   
twong@zebra.com

Industry Analyst Contact:

Kasia Fahmy
Zebra Technologies
+1-224-306-8654
k.fahmy@zebra.com

ZEBRA and the stylized Zebra head are trademarks of Zebra Technologies Corporation, registered in many jurisdictions worldwide. Android is a trademark of Google LLC. ©2022 Zebra Technologies Corp. and/or its affiliates.

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