As part of a survey conducted for Vusion (a provider of digital solutions for retailers), OpinionWay examined consumer expectations regarding the introduction of new technologies in stores. The survey covered in-store friction, the use of AI, connected tools, and the impact on the shopping experience.
This study was conducted among 1,000 people representative of the French population (aged 18 and older), who were surveyed online from February 11 to 13, 2026.
Friction still present in stores
The study’s first finding: shopping in stores remains fraught with difficulties. 64% of French people say they have already decided not to buy a product due to a lack of information or advice.
62% admit they don’t always find answers to their questions in stores, and 59% would like to be able to communicate more easily with store staff.
Time wasted is also highlighted: 59% say they often waste time looking for a product, and 52% looking for a sales associate.
Finally, 40% have already abandoned an entire shopping cart because a product they considered essential was out of stock.
AI enters the shopping scene
65% of French people already use artificial intelligence when shopping in stores or plan to do so. The most common (or planned) uses are price comparison (52%), checking product ingredients (46%), reading customer reviews (44%), and getting recommendations tailored to their needs (44%).
Smartphones as the go-to tool
Among the smart devices that can make in-store shopping easier, …
