15th Annual Shopper Vision Study: The World Has Changed – Have Retailers?


Zebra Technologies recently commissioned its 15th Annual Global Shopper Study among shoppers, decision-makers and retail staff to analyse trends and challenges in the shopper experience, device and technology usage, and delivery and fulfilment across the retail sector.

While it’s clear from the results that consumers are back in stores, they also have more expectations. Today’s connected consumers have adapted to having purchases available for pickup or delivery, using self-checkout and mobile cashless payments.

As customers return to levels of pre-pandemic shopping in stores, retailers need to accommodate rising expectations for convenience, fulfillment, frictionless experiences, and price sensitivity. Whether adopting self-service technologies, enabling shopping and returns across channels, empowering employees, or improving inventory management to keep items on shelves, today’s retailers need help to provide the modern store customers want.

Key Insights:

  • 85% of decision-makers agree technology helps employees provide better customer experiences.
  • 79% of decision-makers say they need better inventory management tools.
  • 71% of shoppers prefer online retailers who also have brick-and-mortar stores.
  • 76% of shoppers say they are visiting physical stores as often as they did before the pandemic, but they’re bringing new expectations along with them.
  • 78% of employees feel more valued by employers when provided with tech tools to help them work.
  • 67% of employees agree that shoppers are better connected to information than they are.

Download the study below to learn more!

Zebra Technologies
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