Robots transforming how customers shop, early adopters reaping benefits

As more retailers introduce robots into stores, they’re not just making operations more efficient — they’re transforming how customers shop, and early adopters are reaping the benefits.

A recent survey of 400 U.S. shoppers reveals the presence of robots in retail environments is more than a novelty; it’s becoming a cornerstone of modern shopping. The data shows the majority of shoppers favor stores with robots, with 96% reporting a neutral or favorable attitude toward them. Even more telling is the fact that frequent shoppers embrace robots 29% more than infrequent visitors.

Robots also positively affect customer loyalty. Most shoppers (61%) are more likely to visit stores with robots, and 63% perceive retailers who utilize robots more positively. Retailers that ignore these trends may soon find themselves playing catch-up as shoppers increasingly buy from stores where automation fosters better shopping experiences.

Addressing the top shopper frustrations

The survey also highlighted the major pain points for customers, with the top frustrations being inconsistent pricing, confusing promotions, and out-of-stock items. These challenges are precisely where in-store robots shine. Nearly two-thirds (63%) of shoppers believe robots improve on-shelf accuracy, ensuring products are available and that prices match promotions. Shoppers want reliable, efficient, and transparent experiences, and in-store robots provide that, helping to reduce OOS issues and ensuring accurate pricing.

Take Anna, for example. As a mother of four, including five-year-old twin girls with significant allergies, Anna used to visit up to four different grocery stores each week to find the products she needed. But since her preferred store adopted an inventory robot, she’s consolidated her shopping to one location. The robot ensures that the items her daughters rely on are always in stock, which provides peace of mind and saves her time. The experience is made even more enjoyable by the fact that her kids love interacting with the robot during grocery trips. “It’s like having a friend with babysitting superpowers in the store,” she jokes, noting that the robot makes her shopping experience more pleasant and efficient.

Robots elevate trust and customer experience

Shoppers enjoy the presence of robots and trust them to enhance the accuracy of their shopping experience. Kenneth, who recently recovered from a kidney transplant, embodies this perspective. To him, grocery shopping isn’t just about buying food — it’s about creating a new family legacy of making healthy choices. “As a black father, I’m proud to shop for my two little girls and wife, breaking cycles of unhealthy eating habits I grew up with,” he says.

Kenneth also feels more confident shopping with robots nearby because he trusts them to ensure that the product advertisements he sees at home are available and accurately priced in-store. For Kenneth, the robot represents a guarantee of quality and availability, making his trips to the store stress-free and reliable.

This increased trust is reflected in the survey results. Frequent shoppers consistently report a more positive outlook toward robots, with repeated exposure only solidifying that sentiment. In fact, 100% of shoppers who liked seeing a robot in the store once felt the same after encountering it three or more times. Younger shoppers, in particular, show the highest levels of favorability toward in-store automation – signaling future trends ripe for attracting and retaining the next generation of customers.

Robots are redefining retail entertainment

In addition to improving trust and reliability, robots are making the in-store experience more fun and engaging. Glenda, for example, takes her grandchildren to the store almost daily — to see their favorite robot and get a donut together. Her local grocery has transformed grocery shopping into a cherished routine, which also often results in unplanned purchases. Glenda’s grandkids love interacting with the robot, and Glenda herself appreciates the store’s “pick to light” digital pricing system, which is powered by the robot’s real-time inventory tracking.

The survey reveals that shoppers often feel interested, happy, and curious when encountering robots, which translates into a more positive view of the retailers deploying them. And while early skeptics may have worried that robots would disrupt the personal touch of in-store shopping, the data shows that the vast majority of customers actually view retailers with them as innovative and growing companies who care about their customers.

The time for retail robots is now

The integration of robots in retail is not just a passing trend—it’s the future. Shoppers, especially frequent ones, are demanding more from their retail experiences, and robots are a big part of the solution. In-store robots are improving inventory accuracy, ensuring consistent pricing, and elevating the overall customer experience.

As shopper expectations evolve, the presence of robots in-store transition from a competitive advantage to a necessity for retailers who want to remain at the forefront of the industry. Retailers who wait to adapt risk falling behind.