Cox Survey on Small Businesses: Cashier-less Shopping Isn’t in Demand on Main Street

Cox Business’ Annual Survey Shows Consumers Want Greater Connection and More American-made Products from the Small Businesses They Frequent

Originally Published by Cox Communications.

Small businesses should keep their cashiers, according to the 2019 Cox Business Consumer Pulse on Small Businesses. The Amazon Go cashier-less shopping model is only of growing interest among respondents ages 18-29 – up eight percentage points from last year. Seventy-seven percent of surveyed consumers prefer to interact with other people at checkout.

The preference for person-to-person interaction likely has to do with the level of service small businesses deliver. Fifty-three percent of surveyed consumers said small businesses provide better customer service than larger businesses.

“While big-box brands are forced to prioritize uniformity across their markets, small businesses can – and should – emphasize what makes them different,” said Steve Rowley, executive vice president of Cox Business. “From service to customer loyalty, small businesses are known for personalized experiences that will ultimately allow them to survive in the ever-increasingly competitive commerce segment.”

While 70 percent of surveyed consumers think Amazon hurts small businesses, more than half reported that they don’t shop less at small businesses because of the e-commerce giant. Seventy-one percent of respondents said that they continue shopping small to support their local communities.

Surveyed consumers also want to continue the conversation with their favorite small businesses online. Nearly 40 percent of consumers think small businesses should improve customer engagement through social media.

Beyond neighborhood support, consumers want to support “Made in America” products as well. Approximately 70 percent of surveyed consumers would spend more money at a local shop that sold exclusively American-made goods.

While many surveyed consumers say they do their part to drive the growth of small businesses, majority feel that the U.S. government is not pulling its weight. When asked if the federal government was doing enough to support small business growth, 69 percent of surveyed consumers felt that it could be doing more. Specifically, surveyed consumers think the government should offer more tax incentives and support programs for veteran-, minority- and women-owned businesses.

Other interesting findings from this year’s survey include:

  • Seventy percent of respondents said they would spend more money at a small business that supported a positive social or environmental cause
  • Just over half of surveyed consumers reported that they would stop supporting a small business if the causes they supported weren’t in line with your social or environmental views
  • Diverse and inclusive hiring was an important factor for 72 percent of respondents in choosing whether (or not) to frequent small businesses
  • Small business segments that are outperforming others in the industry, noted as “above average” by surveyed consumers, are restaurants, food and beverage stores, retailers like florists and novelty shops, and building supply dealers – think hardware stores and garden centers.

“Year over year, our annual Small Business Week survey allows our team to get a glimpse into how and why today’s consumers continue to make the decision to shop small,” said Rowley. “We’re seeing interesting trends in social consciousness among shoppers, as well as important stances on what roles technology should play in the retail experience. This information allows us to better understand the needs of our customer’s customer, thus making our solutions more tailored to business owners.”

For more details on the 2019 Cox Consumer Pulse on Small Businesses, visit https://www.coxblue.com/smallbusinessweek . Follow @CoxBusiness on Twitter and join the conversation using #GoSmall to share the results with your network.

Latest News

Diverse hads unite

More Work Needed For Corporate Diversity Programs; Fourteen Disability Groups Unite to Promote Voting; and More

Corporate diversity efforts still have a long way to go, new report finds. In a report conducted by the research firm Clutch, nearly half of employees surveyed said their company isn’t committed to creating a more diverse workplace and hasn’t successfully improved diversity within the last year. Researchers with Clutch…

San Francisco's Golden Gate Bridge

San Francisco Declares War on Racism; People 55 and Older Face Historic Levels of Unemployment; and More.

San Francisco begins a citywide war on racism and discrimination. Known as the birthplace of the “Summer of Love” and the counterculture movement of the 1960s, San Francisco has long stood as a bastion of individuality and inclusion. And now the city is continuing that fight with the launch of…

portrait of Abraham Lincoln

Was Abraham Lincoln a Racist?

Former Vice President Joe Biden’s mention of Abraham Lincoln’s name during the third presidential debate on Thursday, Oct. 22, was one of the most memorable exchanges in the final presidential debate of 2020. It also caused Lincoln to become a trending topic over much of social media in the hours…

AOC celebrates a victory in Among Us during her Twitch stream

AOC Livestreamed ‘Among Us’ on Twitch to Encourage Everyone (but Particularly Young People) to Vote

New York congresswoman Alexandria Ocasio-Cortez (AOC) is stepping up Democratic efforts to make sure young voters are prepared when heading to the polls on Election Day, especially in light of COVID-19. On Oct. 21, 2020, AOC livestreamed on Twitch to engage with the younger demographic that frequents the video game-centric…

Black Lives Matter face mask for preventing spread of COVID-19

BLM T-shirts and Trump Masks Cause Uproar at Early Polling Locations; New Credit Cards Allow Trans Individuals to Use Preferred Name; and More

BLM T-shirts and Trump masks cause uproar at early polling locations. Voters’ choice of clothing when heading to the polls in Florida and Tennessee has begun making headlines across the country. The Washington Post reported that Miami police officer Daniel Ubeda has come under fire for wearing a Trump-endorsing face…

Enjoy Chic Comfort at the Newly Opened Hilton Mall of Istanbul

Originally published on Hilton.com Hilton Mall of Istanbul, located within Turkey’s largest shopping and entertainment center, offers 175 guest rooms including 14 suites, extensive conference facilities and easy access from the new Istanbul Airport Today Hilton Mall of Istanbul opens its doors to guests. The world-class 175-room hotel, located within the same…

Close-up image of COVID-19 virus

Black and Latinx Individuals Increasingly Worried About Impact of COVID-19 on Career; Potential Spike in New Disabilities Due to Pandemic; and More

More than 50% of Blacks and Latinx individuals significantly worried about finances and career prospects due to pandemic. COVID-19 continues to be top of mind for most of the country, especially as cases appear to be worsening in our current third wave of the illness. But a new survey of…