SAI has published research suggesting many shoppers think physical stores are failing to meet real-time expectations. The findings point to a gap between in-store experiences and the speed consumers associate with AI and eCommerce.
The survey of more than 1,000 shoppers found that 35% believe stores are falling behind because they cannot keep pace with AI or respond to data as quickly as online channels. That view was stronger among younger consumers, rising to 51% of millennials and 48% of Gen Z respondents.
Three-quarters of those surveyed said stores should be able to adapt in real time, particularly in queue management, stock allocation and matching staff levels to pressure points on the shop floor.
Another 65% said they now expect in-store problems to be resolved as quickly as eCommerce services handle issues online. The figures suggest standards set by digital shopping are shaping expectations in physical retail settings.
Blind spots
The study also found dissatisfaction with how retailers use data in stores. Six in 10 respondents said retailers still suffer from "blind spots" and are unaware of what is happening on the shop floor.
A further 56% said retailers are not managing store operations effectively, while 55% said physical retail remains too slow to respond when problems arise. More than half, 53%, said their in-store experience would improve if retailers made better use of data to guide operations across stores.
Younger shoppers again stood out, with 64% of millennials saying store visits would improve if retailers used operational data more effectively. The polling also showed that 74% of respondents see proactive problem-solving in store as important to a positive shopping experience.
The findings come as retailers face pressure to link digital tools with day-to-day store management rather than limit them to customer-facing applications. Although chains have invested in store monitoring, computer vision and connected systems, the survey suggests many consumers do not yet see the results in faster service or smoother visits.
SAI sells software that uses video feeds and AI models to analyse activity in stores and identify operational issues. Its system is designed to turn surveillance infrastructure into a source of live operational information for retailers managing multiple sites.
Som Sinha outlined the company's view of the gap between available data and store performance.
"With stores becoming more connected, retailers have never had more opportunities to gain visibility across their estates. Yet too often those opportunities aren't being translated into meaningful operational insight," said Som Sinha, co-founder and CEO, SAI.
He added: "By shining a light on what's happening across every location, retailers can elevate all stores to the standard of their best-performing stores, reducing operational drag and delivering the responsive experiences customers increasingly expect."
The data adds to a wider retail debate over whether investment in AI is changing the customer experience on the shop floor as quickly as it is changing search, recommendations and service online. In this survey, the strongest concern came from consumers most used to fast digital interactions, with about half of millennials and Gen Z saying stores are not keeping up with the speed set by AI.