AI

AI grabbing more love from consumers, retailers

Photo: Adobe Stock

March 25, 2025

Seven in 10 consumers are familiar with the use of AI at retailers they shop and more than half have a positive impression of the technology. Retailers are seeing bigger benefits from AI than consumers though, specifically when it comes to lowering overhead, improving security and stock management.

Those are top findings from a SPAR Group survey on the impact at AI at the store level.

Both consumers and retailers believe AI has potential to make shopping easier, drive stronger brand reputations and improve the shopping experience for both shoppers and sellers, according to a press release on the findings.

Consumers want AI in Retail to be used for delivering value and personalization through in-store coupons, product information, no-stop checkouts and in-store digital assistants

Shoppers are looking for wider deployment of AI-supported services like in-aisle promotions, product information, no-stop checkout and in-store digital assistants.

"The SPAR AI in Retail Survey reveals strong business cases for the use of artificial intelligence tools at stores, with both customers and merchants reporting positive outcomes from solutions and applications driven by the technology. Retailers still need to do a much better job of explaining the benefits of AI to consumers, but both groups are well on their way to an improved shopping/working experience and that will drive growth in the industry," Mike Matacunas, CEO and president, SPAR Group, said in the release.

Additional findings include:

• 95-100% of retailers agree that AI positively impacts their store's operations, efficiency, stocking demand, customer service and support with lowering costs.
• 45-55% of consumers have positive perceptions for most aspects of AI, though slightly higher for digital assistants/personalized shopping lists and keeping products stocked (~60-70%).
• Younger consumers (between 18 and 54 years old) are more receptive of AI in retail spaces, being more familiar, satisfied and having a more positive impression of AI. They also mention that they would like AI supported in-store digital assistants and personalized shopping lists.
• Older consumers (55+) are more concerned about AI usage, specifically on privacy and transparency issues, but would like to use AI to get information about products.