Retail technology downtime is leaving one in three UK shoppers unable to complete their purchase, costing retailers valuable transactions, according to new research.
Commissioned by smart locker technology provider ByBox, the survey of 1,000 UK shoppers found that two-thirds had experienced technology failing on at least one occasion, including mobile and contactless payment machines and automated tills.
The research revealed that more than half of shoppers (69%) reported feeling irritated, angry or were unable to complete their purchase as a result of these failings.
However, 72% of respondents said they fully supported in-store technology innovations that made their shopping experience as convenient as as possible.
ByBox md Simon Fahie said: “With the focus greatly pointed towards building in-store engagement strategies, complimenting retailers’ omnichannel shopping experiences, new methods of connecting with consumers in-store will increase the use of technology, providing opportunity as well as increased points of failure.
“Our research shows that while consumers embrace new technology, downtime will not be tolerated, consumers will literally abandon a purchase should one occur. Presenting a challenge to retailers and their systems providers to improve same-day fixes and SLAs that keep up with the demands of today’s consumer.”