Poles say yes to robots in stores, but only under one condition

Polish consumers are broadly open to robots in stores, but their support comes with a clear condition: the machines should perform useful, reliable tasks rather than serve as a novelty.

A survey found that 79.6% of participants accepted robots handling at least some store duties. Arkadiusz Cybulski of Brave Mind Fighters, a co-author of the report, said curiosity about new robotic technologies, particularly humanoid machines, drives much of that interest. “For curiosity to turn into real acceptance, the first deployments must be useful, reliable and should solve specific customer problems, rather than merely being an attraction in the store,” he said.

Respondents most often supported robots providing information about a product’s price, composition and availability, an option chosen by 32.4%. Another 32.3% said robots could direct shoppers to products, while 32% backed using them to place and replenish goods on shelves. Smaller shares supported robots giving information about promotions, bringing products from shelves or storage areas, checking warehouse availability, monitoring security or answering basic questions about the store’s offer.

No task in the survey received support from more than one-third of respondents. Only 16.8% would accept robots assisting with product selection, while 13.5% supported using humanoids to receive and register returns. The article says respondents generally preferred robots to handle straightforward activities that do not require decision-making.

The report’s authors linked the results to unmet customer needs and perceptions of what robots can do. Citing Zebra Technologies, they noted that 69% of European consumers have difficulty finding a store employee who can provide information, while 52% leave without a needed product because it is missing from the shelf. Eleven percent of respondents did not want humanoid machines in stores, and 9.4% had no settled opinion.

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For curiosity to turn into real acceptance, the first deployments must be useful, reliable and should solve specific customer problems, rather than merely being an attraction in the store.