// 72% Brits prefer store staff to robots
// 58% say they will show more gratitude towards retail workers following Covid-19
New research has found that 72 per cent of Brits said they would reconsider shopping in store if there were no retail staff available.
The figure rises to 83 per cent of those aged 55 and above, jobs site Retail Choice found.
The research also found that 62 per cent of retail workers are confident that they will not be replaced by a robot, while 44 per cent feel that their employer is not providing them with enough training to keep up with changes in technology.
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Following the heavy impact on retail by the coronavirus pandemic, 58 per cent of Brits pledged to be “nicer” to retail staff following Covid-19.
“Whilst there is appetite from retail workers for more in-store technology to automate basic functions, our research highlights that people are still very much at the heart of the industry,” Retail Choice’s Oliver Wren said.
“Retail staff recognise the value of their work in providing personalised customer service and shoppers prefer to speak to retail staff over technology, particularly when it comes to advice or support.
“With this in mind, retailers must be careful not to over-automate their stores. Too much technology, which might falter or over-complicate the retail experience, is likely to frustrate workers and consumers alike.
“What’s more, the research shows that half of retail workers don’t feel they have received the necessary training to keep up with changes in technology.
“Employers need to invest in their staff as well as investing in new technology, to ensure retail workers can focus on delivering what they do best: exceptional customer service.”
The research comes from surveys of over 2000 UK consumers between February 25 and April 7.
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