A recent global study highlights growing concerns among retail associates about loss prevention and the overall shopping experience.
According to Zebra Technologies’ 17th Annual Global Shopper Study, 84% of retail associates are worried about the lack of technology to detect safety threats and prevent criminal activities in stores. This comes as theft and loss prevention are becoming significant challenges for retailers, with 78% under pressure to address these issues.
The study shows that while many retailers are investing in technology to support frontline staff and improve security, there is still a gap in adoption. Currently, only 38% of retailers are using AI-based prescriptive analytics for loss prevention.
However, this number is set to grow, with half of the retailers planning to implement AI tools within the next 1-3 years. Other technologies like self-checkout cameras, computer vision, and RFID tags are also on the rise, with over 40% of retailers planning to adopt these solutions to enhance loss prevention.
Matt Guiste, Global Retail Technology Strategist, Zebra Technologies, said: “Many retailers are laying the groundwork to build a modern store experience. They are investing in mobile and intelligent automation technologies to help inform operational decisions and enable associates to do the things that keep shoppers happy.”
Shopper satisfaction has also seen a decline, with only 81% of consumers satisfied with in-store experiences this year, down from 85% in 2023. A key frustration among shoppers is the difficulty in finding associates to assist them, a problem reported by 70% of respondents. One in five shoppers who left a store without making a purchase cited the lack of available staff as a reason, marking an increase over the past two years.
Retailers are not only facing challenges in loss prevention but also in meeting customer expectations for services like click-and-collect and easy returns. Many retailers admit they struggle with real-time inventory visibility and accurate pricing, which are critical for enhancing the customer experience.
Technology could be the solution, as nearly 90% of retail associates believe they could provide better customer service if equipped with mobile tools to check prices, inventory, and communicate in real-time. Recognising this, 75% of retailers plan to boost technology investments by 2025, focusing on mobile and automation solutions to enhance both employee efficiency and shopper satisfaction.