UK consumers welcome product personalisation in stores but reject facial recognition

RichRelevance survey of over 1,000 UK consumers reveals Londoners are most open to digital enhancements to shopping experiences while Yorkshire most “creeped out”

London, UK, 13th July 2015— RichRelevance®, the global leader in omnichannel personalisation, today released a new UK study, “Creepy or Cool” that reveals almost three quarters (72 per cent) of UK consumers find personalisation of product recommendations based on purchasing habits a “cool” capability when shopping. British shoppers also welcome location-based personalisation in store, with over 6 in 10 (63 per cent) welcoming a mobile personalised map showing item locations and efficient store paths to help them navigate stores more conveniently. Furthermore, 43 per cent find in-store location deals – where their location is tracked in order to trigger personalised promotions whilst shopping – “cool”.

However, 7 in 10 UK shoppers would find facial recognition technology that identifies age and gender in order to display product recommendations “creepy”, while three quarters (76 per cent) of British consumers felt the same about being greeted by their names when walking into a store because of their mobile phones signaling their entrance.

Broken down into national regions, the statistics show that consumers in Yorkshire and The Humber are the most creeped out by personalisation, with a “Creepy” score of 30 per cent. However, London is nearly even-keeled when it comes to in-store technologies, with a “Creepy” score of just 2 per cent. Furthermore, the survey revealed that men are 5 per cent more likely than women to shop at a retail store that offers a digitally personalised experience.

The study also shows an age disparity when it comes to getting personal in store. While half of under-30s find personalised product recommendations in the dressing room “cool”, only a quarter of over-45s would welcome this capability. Furthermore, 56 per cent of over-60s find it creepy to have their location in store trigger personalised promotions, but two-thirds (63 per cent) of under-29s find this capability cool.

“While it’s always been a well-known fact that UK consumers are keen protectors of their privacy and personal space, we now have a clearer view into where they are increasingly embracing – and even expecting – tailored shopping services in the fast-changing world of retail,” said Diane Kegley, CMO of RichRelevance. “Personalisation in the form of facial recognition or personal greeting at store entrance may not be welcome, but we’re seeing a trend of younger consumers who are open to a connected shopping experience—receiving recommendations delivered within their personal space like dressing rooms and smartphones, and allowing in-store tracking if it means getting a better deal.”

Creepy or Cool: Key Findings

According to Forrester, nearly 7 in 10 shoppers now use a mobile device while in the store, and retailers are investing heavily in new technologies to make the in-store shopping experience better than ever. This survey of 1,049 consumers in the UK was conducted in May 2015, and locates nine digital store capabilities along a continuum of cool and creepy. Highlights include:

Cool

• Scan a product on your mobile device to see product reviews and recommendations for other items you might like. Overall rating: 72 per cent cool
• An interactive map on your mobile phone shows exactly where items are located and charts your most efficient path through the store. Overall rating: 63 per cent cool
• Your in-store location triggers personalised product recommendations, promotions and coupons to pop up on your mobile device as you are shopping. Overall rating: 43 per cent cool

Getting Creepy

• Products in store don’t have price tags; instead digital screens display prices that are tailored just to you. Overall rating: 44 per cent creepy
• Digital screens in each dressing room provide products recommended just for you based on your current items and past purchases. Overall rating: 45 per cent creepy
• A salesperson unlocks the dressing room door before you arrive based on your detected location within the store. Overall rating: 63 per cent creepy

Creepy

• Facial recognition technology identifies age and gender to target advertisements on digital screens. For example, an eye cream promotion for an older female shopper. Overall rating: 68 per cent creepy
• A salesperson greets you by name when you enter a store because your mobile phone signals your entrance. Overall rating: 73 per cent creepy
• Facial recognition technology identifies you as a high-value shopper and relays this information to a sales associate. Overall rating: 77 per cent creepy

An infographic is available here. The full study with breakout by age groups is also available upon request.

^*The “Creepy” score is calculated by taking the total “Creepy” score (percent) of each region and deducting that region’s total “Cool” score (percent), to reach a net percentage of how much each region’s ‘creepy’ ratings outweighs its ‘cool’ ratings.