Irish consumers demanding more technical innovation on the shop floor
71% of Irish shoppers would prefer to shop with online retailers such as Amazon or eBay if they launched physical outlets
Fujitsu Ireland Ltd.
Notes to editors
Fujitsu Forgotten Shop Floor Research
Data for this study was gathered by Coleman Parkes, an independent research consultancy. 500 consumers and 500 employees from retailers with an annual turnover of £25m+ from across Ireland took part in an online survey between December 2016 and January 2017.
A note on “in-store technology”
Taken at face value, the words “in-store technology” cast a broad net. They could, after all, refer to simple, long-standing items such as cash registers and telephones. To keep respondents focused on new and upcoming systems and services, we asked them to answer with the following interpretation in mind: “in-store technologies should be defined as mobile tablets, mobile points of sale (excluding static till points), smart checkouts, digital enquiry point, self-checkouts, mobile stock monitoring applications and devices.”
Additional Statistics of Note
- Only 9% go to a store to try out products they’ve already sourced online or to look at items that they will then purchase over the internet (6%).
- Two thirds (67%) of retail staff say that new in-store tech added in the past 12 months has been focused on improving customer service, with the remainder (33%) holding the belief that it has been brought in to help boost their own performance.
- Over half of retail staff state that the introduction of new technology has helped them to save time (53%) and gain access to a broader range of information (57%), but it is technology’s ability to help solve customer issues that is seen as the greatest benefit by most (60%).
- For many retail staff, in-store technology serves one major purpose; improving the customer experience. However, 73% believe shoppers can access a broader and more rapidly sourced array of information about products using their own devices than those provided in-store.
- 90% of retail staff believe that the in-store technology they have seen introduced ‘fulfils its role’, and colleagues are unanimously supportive of the idea that it has also had a positive impact on their own role too (100%). That a similarly high number (90%) say that they value the in-store technology available to them should come as little surprise.
- Much of the onus for selecting, promoting and training employees on new technology lies with the store manager according to respondents. More than a quarter (29%) say their store manager is responsible for driving usage of technology in their branch, and a third (33%) also receive training on new technology from that person.
- This emphasis on the senior end of the scale means that retail staff feel disenfranchised around in-store technology choices. Even though a significant number (58%) say that they already have some say in the tech implemented in their branch, there are clear indicators that their opinions go unheard. More than three quarters (84%) believe that they and their colleagues should have greater influence over those decisions.
- Half of those staff surveyed (50%) note that the technology on offer to them is slow, while more than a third (36%) suggest that they find it quicker to get on with their job without using the tech they are presented with.
- More than half of retail staff respondents say that new tech allows them to do their job more effectively (57%), simplifies and speeds up their work processes (53%), saves them time (53%), and that it helps them complete sales to customers more rapidly (50%).
Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. Approximately 155,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.5 trillion yen (US$40 billion) for the fiscal year ended March 31, 2017. For more information, please see http://www.fujitsu.com.
About Fujitsu Ireland Ltd
Fujitsu is one of the world’s largest ICT companies, offering a complete range of products, services and solutions. With approximately 159,000 employees globally and 350 in Ireland, Fujitsu people support customers in more than 100 countries every day. We work with clients in the private and public sectors including retail, financial services, telecoms, government, and consumer sectors to harness the full range of our technology products, solutions and services. We use our experience and the power of ICT to shape the future of society with our customers.
We believe that true innovation comes from working with people to create solutions for people. Together with customers and partners, we are shaping a world where everyone, everywhere is empowered with digital technology. We call it Human Centric Innovation.
For further information please see http://www.fujitsu.com/ie/
Mobile: +353 (0) 86 232 2439
PR representative for Fujitsu (Ireland)
Date: 03 May, 2017