94% demand transparency and almost half reject AI-only customer support
New client analysis commissioned by supply administration and post-purchase expertise supplier Scurri reveals that whereas 60% imagine AI enhances the procuring expertise, a placing 81% say they might really feel uneasy if AI changed human jobs in retail and logistics. The findings underline the necessity for moral, clear AI that augments service and preserves a human security internet.
Customers are pragmatic about the place AI provides worth. Amongst 1,000 UK consumers surveyed, 60% need AI-powered supply updates and real-time monitoring, 57% imagine AI can enhance order allocation (e.g. transport from the closest warehouse or retailer), and 50% would favor AI-assisted returns that suggest strategies and even challenge instantaneous refunds. A majority (54%) count on AI to enhance post-purchase communications and 45% are comfy with AI resolving supply points, however 49% reject AI-only customer support, preferring a human when issues escalate.
Management and transparency emerge as non-negotiables. 72% of respondents wish to keep concerned in procuring choices and don’t welcome full AI autonomy. An awesome 94% say it’s necessary that retailers are clear about how AI works and makes use of their information. Belief is finely balanced total; 50% belief AI to enhance the expertise with out compromising privateness, 50% don’t.
AI can be seen as a sensible repair for social commerce. 72% of shoppers suppose AI will assist retailers meet the calls for of procuring on platforms together with TikTok and Instagram, and 57% would favor retailers to make use of AI to handle supply and logistics for social orders, areas the place expectations for pace and visibility are highest.
Generational and variations point out the place adoption will transfer quickest. 38% of UK consumers total report utilizing AI instruments when procuring, rising to 70% amongst 25-34-year-olds and 59% of Millennials, versus simply 16% of over-65s.
“Customers are sending retailers a transparent message on AI; use it to take away friction however not individuals,” stated Rory O’Connor, founder and CEO of Scurri. “They need real-time monitoring, proactive updates and hassle-free returns, delivered transparently and backed by people when it actually issues. Retailers that deploy AI to take away uncertainty and delay, to not upsell pace or exchange individuals, will win baskets and loyalty by Peak and past.”
The findings recommend AI is turning into an invisible engine for post-purchase efficiency, moderately than a novelty on the entrance of the journey. Actual time monitoring (60% agree), proactive supply updates (51%) and smarter order routing (57%) prime the checklist of valued capabilities, whereas enthusiasm is extra muted for AI as a standalone driver of loyalty. Simply 38-41% say AI-powered supply or post-purchase experiences would make them extra loyal to a model, pointing to AI as a hygiene issue that have to be executed effectively, and transparently, to guard belief.
O’Connor continued, “We suggest retailers focus AI funding the place belief is received or misplaced – supply visibility, proactive communications and frictionless returns. Pair automation with a transparent human fallback. Be open about how information is used. These are the alerts consumers are giving.”
Methodology
Nationally consultant survey of 1,000 UK adults who made a web based buy and had it delivered up to now 12 months. Fieldwork carried out July 2025. Information weighted by age, gender, area, and social grade. The survey lined AI utilization, supply preferences, post-purchase communications, returns behaviour, social commerce, privateness and transparency.
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