0
0
Zebra Technologies Corporation (NASDAQ: ZBRA), a global leader in digitizing and automating workflows to deliver intelligent operations, today unveiled the findings of its 18th Annual Global Shopper Study. The research shows Gen AI and automation solutions emerging as critical tools, with 87% of retail leaders citing their importance in loss prevention efforts.
“Retail’s future belongs to those who connect the physical and digital worlds through intelligent workflows,” said Matthew Guiste, Global Retail Technology Strategist, Zebra Technologies. “With AI, automation, and improved workflows, retailers can reduce loss and deliver the fast, seamless, and personalized experiences that today’s shoppers demand.”
The data indicates shopper satisfaction levels have dipped for the second consecutive year, declining to 79% for in-store and 73% for online experiences compared to 81% and 79% respectively last year, and 85% for both in 2023.
The research also highlights a shift in shopper priorities. While increasingly drawn to convenience, speed, and value, nearly eight-in-ten shoppers prioritize discounts and promotions as inflation pressures persist. At the same time, consumers demand operational excellence, expressing frustration with out-of-stocks, locked-up products or a lack of self-checkout lanes.
Connecting Frontline Teams with Advanced Technology
Retailers increasingly recognize the important role of technology in enhancing the shopping experience as delays in accessing information hinder associates and disrupt service. According to the study, 88% of associates report challenges in obtaining timely assistance or information, up from 82% last year.
Providing the right technology alleviates stress and boosts job satisfaction. Eighty-seven percent of surveyed associates believe effective tools make their work more enjoyable and less stressful while helping them provide better service to customers. Plus, 90% believe the right technology helps them complete tasks faster. Discover more insights behind this data in this blog post.
Optimizing Inventory and Mitigating Shrinkage Remain Priorities
Inventory challenges continue to impact shopper satisfaction and retailer profitability. While improvement is evident year-over-year (52% in 2025 vs 57% in 2024), more than half of shoppers reported leaving stores without all the items they intended to purchase, often due to out-of-stocks or difficulties locating products.
