Simbe research: robots to the rescue as retailers face sizeable inventory and operational challenges in stores

Simbe has released findings from a survey of over 1,000 US grocery shoppers. This uncovers a critical and often overlooked factor shaping retail loyalty: execution at the shelf.

While overall satisfaction with grocery retailers remains high, many shoppers hesitate to actively recommend their primary store, pointing to a growing “execution trust gap” fueled by price mismatches, stockouts, and inconsistencies between digital and in-store experiences.

According to the survey, in-store automation is key to restoring shopper trust. Most of those who have seen retail robots in action report an improved perception of the store and a higher likelihood of returning, which signals growing consumer confidence and favourability for technology that enhances their shopping experience.

“Shoppers’ loyalty hinges not just on the price on the shelf, but whether it matches at checkout, and if the product is actually in-stock,” says Brad Bogolea, CEO and Co-Founder at Simbe. “Operational execution is now one of the strongest signals of a retailer’s brand reliability - and a key driver of long-term trust. It’s encouraging to see how clearly customers are embracing in-store robotics as part of that improved shopping experience.”

Key findings from the survey include:

• 48% of shoppers have experienced pricing mismatches or promotional errors at checkout, a common point of frustration that silently erodes trust.

• One in three encounter out-of-stocks at least “sometimes,” particularly during promotional periods.

• Online order issues are widespread: 25% report delays, and 20% cite frequent substitutions or inaccuracies.

• Among those who have seen in-store robots, 97% say the technology either improves or maintains their perception of the store. Similarly, 99% say the presence of robots makes them more likely or as likely to shop there again. 

“These data points tell a larger story: retailers are losing shopper confidence where it matters most - at the shelf,” says Caitlin Allen, SVP of Market at Simbe. “In-store automation is emerging as a powerful solution to combat this issue. When executed well, it addresses operational gaps while strengthening shopper perception and reinforcing trust.”

Simbe commissioned the shopper survey through a third-party research firm, Diagnostic Measurement Group, collecting data from a nationally representative sample across ten major US grocery banners.

2025 RTIH INNOVATION AWARDS

In-store automation will be a key focus area at the 2025 RTIH Innovation Awards.

The awards, which are now open for entries, celebrate global tech innovation in a fast moving omnichannel world.

Our 2024 hall of fame entrants were revealed during an event which took place at RIBA’s 66 Portland Place HQ in Central London on 21st November, and consisted of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “The event is now into its sixth year and what a journey it has been. The awards started life as an online only affair during the Covid outbreak, before launching as a small scale in real life event and growing year on year to the point where we’re now selling out this fine, historic venue.”

He added: “Congratulations to all of our finalists. Many submissions did not make it through to the final stage, and getting to this point is no mean feat. Checkout-free stores, automated supply chains, immersive experiences, on-demand delivery, next generation loyalty offerings, inclusive retail, green technology. We’ve got all the cool stuff covered this evening.”

“But just importantly we’ve got lots of great examples of companies taking innovative tech and making it usable in everyday operations - resulting in more efficiency and profitability in all areas.”

Congratulations to our 2024 winners, and a big thank you to our sponsors, judging panel, the legend that is Lucy Porter, and all those who attended November's gathering. 

For further information on the 2025 RTIH Innovation Awards, please fill in the below form and we will get back to you asap.