Study Reveals Why 96% Of Shoppers Leave Stores Empty-Handed

With as many as 96% of global shoppers having left a store without making a purchase on at least one occasion, it’s up to retailers to understand exactly what prevents consumers from buying. It’s not simply that these shoppers couldn’t find the products they sought, though that is a key reason. The 2018 Global Path to Purchase Survey recommends that retailers organize the store shelves and diversify their merchandise if they want to prevent consumers from leaving empty-handed.

Shoppers leave stores without buying for a number of reasons, including:

  • They couldn’t find the product they needed (67.3%);
  • The store didn’t have the items they wanted (66.3%);
  • Lines were too long (51.3%); and
  • Poor customer service (39.1%).

Shoppers Prefer Self-Service Kiosks, Mobile-Armed Associates In-Store

Consumers continue to demand self-service as part of the store experience — 62.2% of global shoppers use self-service kiosks, primarily to avoid lines and save time. But they also want sales associates to be equipped with the best technology, with 52.8% seeking out sales associates that carry tablets. These shoppers want store associates to use tablets for:

  • Faster service (24);
  • Looking up product information (23.6%); and
  • Checking inventory availability (23.2%).

While 60.1% of consumers use their own mobile devices within the store,…