The “Retail Resilience” report explores the role of staff availability and technology in shaping consumer experiences within physical stores.
As retail continues to evolve, these factors have become critical for ensuring customer satisfaction and operational efficiency.
Importance of Staff Availability
On a positive note, the report highlights that 82.9% of consumers found staff readily available during their recent visits, particularly in food and beverage outlets. However, the availability of staff varied significantly across different store types. Home improvement stores, for example, had almost a quarter of respondents struggling to find assistance.
This indicates that while in-person interactions remain a valuable aspect of the shopping experience, inconsistencies in staff availability can negatively impact customer satisfaction. Retailers must prioritise staff training and resource management to ensure customers receive timely and helpful assistance, particularly during peak business hours.
Leveraging Technology for Efficiency
Modern point-of-sale (POS) systems are important in enhancing the in-store experience. According to the report, 47.1% of retailers use traditional tills, while 47.6% adopt a hybrid approach incorporating self-service options. This aligns with consumer preferences, as 56.9% expressed a preference for self-service checkouts, particularly among younger demographics.
Additionally, the report reveals that contactless payment methods are highly favoured, with 75.5% of consumers opting for card payments. This trend underscores the importance of integrating advanced payment solutions to meet consumer expectations and streamline transactions.
Challenges and Opportunities with POS Systems
The report also explores the challenges retailers face with their current POS systems. While 65.4% of retailers indicated that their POS systems provide all the necessary reports, a significant number (34.6%) reported that they receive only some reports or lack reporting functionality altogether. This highlights the need for more robust and integrated POS systems that can offer comprehensive data insights.
Security is another critical concern. Although 95.8% of retailers expressed confidence in the security of their POS systems, only 56.5% felt very confident. This suggests that while there is a general sense of security, there is room for improvement to ensure complete confidence.
Chris Lyons emphasises, “With a commitment to delivering cutting-edge point-of-sale and payment solutions, it was vital for us to gain a deep understanding of current retail operations as well as customer shopping aspirations. This research represents our dedication to staying ahead of the curve, anticipating the needs of our clients, and aligning our innovative solutions with the ever-shifting dynamics of the retail realm.”
Recommendations for Retailers
To enhance the efficiency and effectiveness of their operations, retailers should:
- Invest in Staff Training: Ensure well-trained staff can provide excellent customer service and effectively manage POS systems.
- Adopt Advanced POS Systems: Implement POS systems that offer comprehensive reporting and secure transactions.
- Embrace Contactless Payments: Cater to consumer preferences by integrating contactless payment options.
To learn more about optimising staff availability and leveraging technology to enhance customer experiences, download the comprehensive “Retail Resilience” report now.
