Consumer Behavior

Retailers face challenges meeting consumer expectations

Photo: Adobe Stock

February 15, 2024

The U.S. retail sector is facing challenges meeting the increasing high consumer expectations including everything from a smooth in-store experience to maintaining customer loyalty.

That's a top findings of a SOTI retail report, Techspectations: Consumer Demand for Digital Transformation in Retail, which also revealed 94% of U.S. consumer use in-store tech but a good number, 78%, are concerned about personal data security.

The report found that while 94% have used in-store technology, a significant number feel that these devices worsen the shopping experience, according to a press release on the findings.

The challenges cited by consumers in-store are insufficient staff available to help with self-serve checkouts (69%) and as many as 48% experience issues with inadequate Wi-Fi connectivity when using in-store devices.

According to the report, 54% of U.S. consumers anticipate the option to collect their online orders from a brick-and-mortar store on the same day of purchase. Further, 76% of U.S. consumers anticipate constant tracking of their orders, highlighting the significance of seamless supply chain visibility.

It revealed only 19% of U.S. consumers are unconcerned about using in-store devices as they trust the retailers they are buying from.