SPAR AI in Retail Survey reveals strong business cases for use of artificial intelligence tools at stores

Seven in ten consumers are familiar with the use of artificial intelligence at the retail locations where they shop and more than half have a positive impression of the technology.

Shoppers are looking for wider deployment of AI supported services like in-aisle promotions, product information, no-stop checkout and in-store digital assistants. On the retailer side, three-quarters of companies say AI has had a positive impact on their store operations, both at improving efficiency and keeping products stocked.

A new SPAR Group survey (involving 1,000+ consumers and 60+ active retail executives) shows that both groups believe AI has the potential to make shopping easier, drive stronger brand reputation and improve the experience for both buyers and sellers.

“The survey reveals strong business cases for the use of artificial intelligence tools at stores, with both customers and merchants reporting positive outcomes from solutions and applications driven by the technology. Retailers still need to do a much better job of explaining the benefits of AI to consumers, but both groups are well on their way to an improved shopping/working experience and that will drive growth in the industry,” says Mike Matacunas, CEO and President, SPAR Group. 

Key findings include:

• 95-100% of retailers agree that AI positively impacts their store’s operations, efficiency, stocking demand, customer service and support with lowering costs.

• 45-55% of consumers have positive perceptions for most aspects of AI, though slightly higher for digital assistants/personalised shopping lists and keeping products stocked (~60-70%).

• Younger consumers (between 18 and 54 years old) are more receptive of AI in retail spaces, being more familiar, satisfied and having a more positive impression of AI. They also mention that they would like AI supported in-store digital assistants and personalised shopping lists.

• Older consumers (55+) are more concerned about AI usage, specifically on privacy and transparency issues, but would like to use it to get information about products.

Analysis of the survey by experts at SPAR Group, a provider of merchandising, marketing and distribution services, shows that retailers and their consumer brand partners should focus on leveraging benefit from AI that deliver real value to customers.

AI driven technology that tracks product movement to reduce stock-outs, makes the shopping journey more convenient and provides the shopper with needed product information are three of the leading solutions retailers should consider.

“All customers want to be better shoppers - they want their money and time to go farther than it did even last year. Retailers and brands need to embrace this fact and put resources behind applications and processes that have the result of both satisfying the demands of the consumer and create a point or more of differentiation with competitors. The AI has the ability to do just that,” says Matacunas.

“The bottom line from the survey is that retailers and their trading partners need to work with partners like SPAR and Spacee, vendors and others to ensure they are implementing the right technology for the solutions their customers are demanding. They must also be transparent about those technologies, telling consumers exactly how each application will help make their shopping trips better. If you want to learn more about these solutions, contact SPAR.”

RTIH AI in Retail Awards

RTIH, organiser of the industry leading RTIH Innovation Awards, proudly brings you the first edition of the RTIH AI in Retail Awards, which is now open for entries. 

As we witness a digital transformation revolution across all channels, AI tools are reshaping the omnichannel game, from personalising customer experiences to optimising inventory, uncovering insights into consumer behaviour, and enhancing the human element of retailers' businesses.

As AI sees increasing adoption in the retail space, our newly launched awards celebrate global technology innovation in a fast moving omnichannel world and the resulting benefits for retailers, shoppers and employees.

Our 2025 winners will be those companies who not only recognise the potential of AI, but also make it usable in everyday work - resulting in more efficiency and innovation in all areas.

Winners will be announced at an evening event at The Barbican in Central London on Thursday, 3rd July. This will kick off with a drinks reception in the stunning Conservatory, followed by a three course meal, and awards ceremony in the Garden Room.

Please email our Editor, Scott Thompson, if you have any questions or need further information: scott.thompson@retailtechinnovationhub.com

FAQs

Is there a fee to enter the awards?: No, it is free of charge.

Can I enter across multiple categories: Yes.

Do I need to complete all the sections in the entry form? No, but the more information you provide, the better chance you have of producing a successful submission.

Is there a certain timeframe for nominated projects, initiatives etc? Yes, nominated projects, initiatives etc should have been completed (or substantially completed) during the last 12 months.

Who has visibility of our completed entry form and what information will be public should we win or be shortlisted? Only our Editor, Scott Thompson, and judging panel will view submissions. The information provided in the summary section of the entry form will be made public.

Do you only accept entries from UK-based companies? No, we accept entries from all parts of the world.

What is the shortlists process? Shortlists will be announced in April 2025, then shortlisted entries will be sent to our independent judging panel who will decide upon the winners and highly commended submissions. Shortlisted companies will be invited to attend an awards ceremony at The Barbican in Central London on Thursday, 3rd July 2o25.

Do winners and highly commended companies receive post-event coverage? Yes, post-event coverage includes articles on our website and also an in-depth awards review in our printed magazine. There is also the opportunity for a company profile type piece to be published on our site and within our magazine.

When is the deadline for 2025 submissions? Friday, 23rd May 2025.

When will the 2025 winners be revealed? Winners will be announced at an event at The Barbican in Central London on Thursday, 3rd July. This will kick off with a drinks reception, followed by a three course meal, awards ceremony, and after party featuring DJ until midnight.

Who will be judging submissions? Details of our 2025 judging panel will be announced in the near future.