Annual Motorola Solutions’ study reports - 61 Percent of Retail Managers Report Consumers Better Informed than Associates

 

The 6
th
annual installment of the Motorola Solutions, Inc.
(NYSE: MSI) Holiday Shopping Study found that technology continues to radically transform the
traditional holiday shopping experience as 61 percent of surveyed retail managers believe that
shoppers are better connected to information than in-store associates, increasing from nearly 59
percent in 2011 and 51 percent in 2010.
The 6th annual installment of the Motorola Solutions, Inc. Holiday Shopping Study found that technology continues to radically transform the traditional holiday shopping experience as 61 percent of surveyed retail managers believe that shoppers are better connected to information than in-store associates, increasing from nearly 59 percent in 2011 and 51 percent in 2010.
Almost half of surveyed shoppers (47 percent) agreed that they have a better experience when sales associates use the latest technologies to assist them. 
• 48 percent of shoppers reported that helpful store associates motivated them to spend more in-store. 
• More than half of surveyed shoppers (55 percent) believed that information kiosks help store associates improve the shopping experience.

 

While overall customer satisfaction has risen since 2007, surveyed shoppers reported rising dissatisfaction with the return/exchange process -- 29 percent were not satisfied instore and 45 percent were not satisfied with online experiences.  

• Two-thirds (66 percent) of surveyed retail associates recognize the positive effect of mobile loyalty account access on the shopper experience.

Here is link to the report.