Retailers often bank on new in-store features being transformative, only to be met with consumer resistance. So, what makes a shopper receptive to a retail innovation?
A new study from GPShopper found differing attitudes among US internet users when it asked about two forms of emerging retail technology: facial recognition and “scan-and-go” initiatives. Regarding facial recognition technology, 45% of respondents had privacy concerns. But more importantly, 49% simply don’t believe the technology will improve their shopping experience.
In contrast, 48% of respondents said scan-and-go technology, which allows shoppers to use a retailer-provided device or mobile app to scan items and pay by smartphone, would make shopping easier. And 43% would rather try this method than wait in a checkout line. Consumers showed the most interest for using this tech at grocery stores (50%), followed by retailers specializing in home goods (30%), apparel (27%) and beauty (25%).
Scan-and-go technology has been introduced by department stores like Macy’s and supermarkets like Kroger, which jibes with consumer preferences. Walmart, however, shelved its trial in May, citing low consumer adoption.
Nearly six in 10 US internet users surveyed by GPShopper were either neutral or wouldn’t be deterred by a cashless store, which would indicate there were issues with Walmart's offering beyond having to use mobile payments. It’s possible that shoppers weren’t comfortable with this tech yet or preferred human interaction with a cashier, but it also could be that it wasn’t seamless enough to save much time. Users still had to show a staff member that they had actually paid before leaving the store.