SCHAUMBURG, Ill. -- (BUSINESS WIRE) --
Solutions, Inc. (NYSE: MSI) today unveiled the results of its
seventh annual Holiday Shopping Study which found that overall in-store
satisfaction has grown 23 percent in the last six years. Meanwhile,
satisfaction with the checkout process and the availability of store
associates has increased 32 percent and 23 percent respectively since
2008. Retailers need to continue to offer choice and options to shoppers
across all channels – online, in-store and mobile. Shoppers also
reported a dramatic increase in use of their smartphones for
shopping-related activities including mobile couponing.
Some shoppers continue to prefer self-service while others want store
associate assistance and engagement. This includes equipping associates
with innovative technology to answer questions and enable a faster
check-out experience. Across the retail environment including online,
mobile and in the store, technology solutions are helping retailers
enable and improve every aspect of the shopper’s experience.
Boosting Sales with Technology-Equipped Store Associates
Eighty percent of retail associates agreed that improving in-store
communication between staff and managers would have a significant
positive effect on shopper satisfaction.
Forty-five percent of shoppers would buy at least 50 percent more
merchandise from retailers that provided better customer service.
Almost six in 10 shoppers (58 percent) have a better shopping
experience when store associates use handheld mobile computers to
provide pricing and product availability information. More than 65
percent of store associates agreed that they could better serve
customers with these technologies.
Retailers can recover 68 percent of out-of-stock (OOS) incidents if
they are prepared to offer shoppers the option to order the items
before leaving the store and shipping the items to their homes.
Sixty-one percent of store associates offered purchase and ship
options beyond traditional in-store purchases. Approximately 35
percent of store associates were able to offer online or mobile
ordering with in-store pick up for OOS items and 30 percent could ship
OOS items bought in-store to shoppers’ homes.
Mobile point of sale (MPOS) solutions enhanced the experience of 48
percent of shoppers while 52 percent of retail associates recognized
the positive effect of mobile checkouts.
The Mobile Shopping Experience
Fifty-four percent of all store associates still report that shoppers
are better connected to product information than they are, but
retailers are closing the gap as this figure dropped 5 percent from
Sixty percent of surveyed retail associates recognize the positive
effect of mobile loyalty account access on the shopper experience.
More than eight in 10 (81 percent) Gen Y shoppers and nearly
three-quarters (73 percent) of Gen X shoppers used their personal
mobile device for shopping-related activities.
Forty-five percent of shoppers reported using their mobile device for
mobile coupons, representing a 7 percent increase from last year. But,
43 percent of shoppers reported dissatisfaction with the availability
of mobile coupons.
Less than one-third (29 percent) of shoppers reported finding
information faster on their smartphones than asking a store associate
Eduardo Conrado, senior vice president, Marketing and IT,
“Retailers have better equipped their stores and associates with
technology in a meaningful way during the last six years resulting in a
better shopping experience and a significant leap in in-store shopper
satisfaction. By enabling more associates with technology and offering
self-service shopping options, retailers are not only increasing sales
but also driving greater customer satisfaction."
SURVEY BACKGROUND AND METHODOLOGY:
Two complementary surveys were fielded in North America throughout
November and December 2013: one targeted to shoppers and one targeted
to in-store associates, staff and in-store managers.
The surveys were designed to reveal the experiences and attitudes that
each group has toward the use of certain shopping technologies and the
impact on customer satisfaction.
Respondents to the shopper survey were selected from the Research Now
Consumer panel to represent a general distribution of the consumer
population over 18 years of age. The shopper survey was completed by
1,371 respondents without knowledge of Motorola Solutions’ sponsorship.
Gen Y shoppers represent people between the ages of 18 and 34.
Gen X shoppers represent people between the ages of 35 and 49.
Boomer shoppers represent people between the ages of 50 and 64.
Pre-Boomer shoppers represent people older than age 65.
The Associates survey was completed by 462 respondents without
knowledge of Motorola Solutions’ sponsorship. The Research Now
Business panel represents a wide range of experienced in-store
associates who work in full-time or permanent part-time positions.
The e-Rewards® Opinion Panel, operated by Research Now, is the largest
"by-invitation-only" online research panel serving more than 900
research firms with over 3 million respondent members.
Motorola NRF Website: Motorola
Solutions NRF 2014
Solutions Retail Solutions
Solutions Retail Press Kit
About Motorola Solutions
Motorola Solutions is a leading provider of mission-critical
communication solutions and services for enterprise and government
customers. Through leading-edge innovation and communications
technology, it is a global leader that enables its customers to be their
best in the moments that matter. Motorola Solutions trades on the New
York Stock Exchange under the ticker “MSI.” To learn more, visit www.motorolasolutions.com.
For ongoing news, please visit our newsroom
or subscribe to our news
MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are
trademarks or registered trademarks of Motorola Trademark Holdings, LLC
and are used under license. All other trademarks are the property of
their respective owners. ©2013 Motorola Solutions, Inc. All rights
Copyright © Business Wire 2014