
x-hoppers, a leader in AI-driven retail communication solutions, has released findings from a recent survey exploring consumer preferences ahead of the holiday shopping season.
The survey, conducted with market research firm Sago in September 2024, gathered responses from 2,000 adult shoppers in the U.S. and U.K. It found that 51% of consumers prefer in-store shopping, especially among those aged 55 and older (62%). Consumers’ top priorities for in-store shopping focus on customer service, inventory availability, and safety.
Key insights include:
- 60% of shoppers are willing to travel further for stores with friendly staff.
- 49% of shoppers avoid stores with low inventory.
- 5 out of 8 shoppers have witnessed in-store theft.
- 81% of shoppers prioritize in-store safety.
These findings present a valuable opportunity for brick-and-mortar retailers to enhance customer loyalty by addressing these priorities. With in-store shopping expected to account for 80% of global retail sales in 2024, maintaining a focus on these elements is crucial for staying competitive.
Ian Rowan, CEO of x-hoppers, said, “The survey shows that today’s shopper values safety, friendly service, and well-stocked shelves. Retailers need to focus on these essentials to keep customers coming back. Even small oversights can drive them away.”
Last week, the U.K. survey results were showcased at a roundtable on AI in retail safety, where x-hoppers demonstrated its AI theft detection system, which integrates with video surveillance to identify suspicious behavior in real time.
Kate Hardcastle, MBE, a global consumer expert, emphasized, “Building authentic relationships with shoppers is essential. Consumers who feel respected are more likely to engage positively, reducing illicit behavior and fostering trust.”
Key Shopper Themes:
Customer Service
- 23% of shoppers prioritize friendly service for store loyalty.
- 57% stop shopping at stores with unhelpful staff.
Inventory
- 87% value the ability to touch or take items home immediately.
- 49% stop shopping at stores with low stock.
Safety
- 49% of shoppers rate safety as a top concern.
- 62% have witnessed in-store theft.
For more information on AI-powered retail solutions, visit www.x-hoppers.com.
About x-hoppers
x-hoppers is an AI-powered retail communication platform that enhances customer experience through wireless headsets, smart call points, and AI-driven features. Integrated with over 250 tools, x-hoppers streamlines processes and equips store associates to provide an exceptional in-store shopping experience. Powered by Wildix, x-hoppers helps reduce shrinkage and improves communication, making it easier for retailers to meet customer expectations.