Consumer Experiences and Expectations of AI and AR in Retail

Artificial Intelligence (AI) and Augmented Reality (AR) are becoming increasingly prevalent in the retail environment. This survey seeks to find out what consumers really think about these new technologies.

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* 1. Have you ever used an augmented reality (AR) headset in a store to view 3D computer-generated images of products as if they are in front of you?

Yes

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* 2. If you have experienced augmented reality in a store, how would you rate the experience?

It was very helpful

It was fairly helpful

It was no help at all

I have never used it

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* 3. Do you expect your favourite stores to offer augmented reality experiences in the next year?

Yes

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* 4. Have you ever heard of artificial intelligence (AI) and understand how it might affect your in-store experience?

Yes

Don't know

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* 5. What are the advantages of using an in-store, automated “virtual assistant” kiosk that makes recommendations based on your profile using artificial intelligence?

I could find the product I’m looking for

I could find great products I had not thought of

It would save time

It would save me money

There are no advantages

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* 6. Do you think you would buy more if an artificial intelligence-based “virtual assistant” made recommendations based on your profile, preferences and other factors?

Yes

Not sure

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* 7. Would you speak to a retailer’s artificial intelligence-based “virtual assistant” kiosk in a store?

Yes

I would wait to see someone else using it first

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* 8. Which of the following would encourage you to visit a retail store rather than shop online?

Being able to try on clothes using a smart mirror with a screen that recommends styles, colours and sizes

Wearing an AR headset to test drive a car or try out a product

Using AR to try on make-up or other cosmetics

Availability of an artificial intelligence-based “virtual assistant”

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* 9. Would you be willing to share your location with a retailer via your smartphone so that the retailer could develop an understanding of your tastes and send you targeted offers?

Yes

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* 10. How long are you willing to spend queuing to purchase an item?

No more than 30 seconds

No more than one minute

No more than two minutes

Up to five minutes

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* 11. What is your biggest complaint when shopping?

Lack of in-store staff available for advice

Queues are too long

Payment systems not working

Lack of contactless payment system

Lack of stock availability

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* 12. Which of these store features would enhance your shopping trip?

Personal assistants acting on your voice requests

Augmented reality (Overlaying 3D images of products on the area in front of you)

Smartphone and smart device payments, allowing payment anywhere in store

Ability to pay by app while in-store

Tracking my visit so that retailer can better understand my personal requirements

None of the above

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* 13. How much of a priority do you believe it should be for retailers to implement futuristic technologies such as Augmented Reality or Artificial Intelligence?

High priority

Medium priority

Low priority

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* 14. In which kinds of stores would you expect to receive a better experience if technology such as AR and AI was in place?

Grocery

Fashion

Convenience

Electronics

Domestic appliance

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* 15. Which of the following services would be most useful to you when shopping in store?

An app that lets me visualise clothing on my body or products in my home

Smart kiosks that help me navigate the store and recommend products

Augmented reality experiences that allow me to test a product

Personalised offers sent to my smartphone about the items I’m looking at