Retailers Seek Integration, Security, and Better Support in POS Tech: Key Takeaways from a New Survey

In a continuously evolving and competitive retail technology environment, finding new opportunities to grow your business goes beyond catching customers when they are unhappy or need a POS upgrade.

This survey explored how retailers use mobile POS, the state of payments, and which features matter the most.

Thanks to Elo for sponsoring!

Who Did We Talk To?

We hired a third-party agency to gather survey responses. The 99 respondents were recruited through a research panel and invited via email to complete the survey.

The respondents were required to:

• US-based retailers
• Hold a job title of Senior/Department Manager, Director, VP/Head, or C-Suite/Owner
• Be involved in Compliance/Risk Management, Finance, IT, Operations, Payments, or Store/Retail Operations
• Sole or significant influence on POS and payment technology selection and purchases

                   Preferred Technical Support                                                                                Barriers to mPOS Adoption        

What else did we learn?

Integrated Solutions are in High Demand

Two-thirds of retailers (67%) have POS systems with integrated features beyond payment processing.  The ability to do more with point-of-sale is a difference-maker for competitive retail, emphasizing the value of robust solutions. Inventory management (80%) and CRM capabilities (79%) are the most sought-after integrated features.

Retailers are seeking streamlined, integrated POS solutions that combine hardware, software, and services to reduce complexity and potential points of failure while accelerating their business to the next level of success and consumer engagement.

mPOS is Gaining Traction, But Challenges Remain

Over half of retailers (55%) already use both stationary and mPOS systems.  A desire for faster customer processing, improved customer experience, and greater store layout flexibility are likely driving factors in the adoption rate of mobile POS. 

For those not yet using mPOS, the cost is the most significant barrier [cited by 73% of respondents, followed by integration concerns (66%) and training needs (62%)]. Addressing those latter two concerns may help alleviate the cost piece (as it often does when appropriately positioned), but you can also win by offering financing options.

Is there a reason your business does not currently have mPOS options?

Support, Security, and Training: Top Pain Points 

The importance of local support is also evident, with 40% of retailers preferring in-person technical support for their POS. Additionally, phone support received 26% of the responses, indicating that a personal, human touch is still preferred when technology issues or updates are encountered.

What is your preferred method for receiving technical support for your POS system?

62% of retailers cited security concerns as a barrier to adopting payment solutions.  That means security should be integral to positioning mobile solutions and influence which hardware/software partners you sell.

More than half of respondents (53.5%) spend 3-4 hours training new employees on their POS, with an additional 17% saying it takes more than 4 hours. That may not seem like a lot, but for busy retail environments where every sale counts, and especially during hectic holidays or peak seasons when the most new employees are onboarded, that's time that could be better spent elsewhere. Your POS offerings should include ongoing training support or a streamlined and simplified solution that minimizes training time.

Payments: Contactless Options are Standard

Almost all retailers we surveyed (98%) now support contactless payments, with Apple, Google, and Samsung Pay accepted by 68% or more of respondents. 

44% of respondents experience monthly technical difficulties with payment processing. Integration, slow processing speeds, and security features are the top challenges and considerations when selecting a payment solution.

Asked about new payment features, one-third of respondents want payments that support in-store, online, and mobile experiences, and 29% are interested in AI-powered fraud detection.

What trending feature would most appeal to you in a payment solution?

Summary: Support Retail POS by Exploring Opportunities to Improve Around the Edges

The survey findings underscore the tremendous value VARs bring to the retail industry. By understanding retailers' challenges and priorities, VARs can offer tailored solutions that optimize payment processes, enhance the customer experience, and drive business growth.  

Checklist for VARs: 

• Offer solutions that combine hardware, software, payments, and services.
• Address security and integration concerns by providing secure solutions and expert support before and after the sale.
• Provide cost-effective mobile POS solutions and comprehensive training.
• Ensure seamless integration with popular contactless payment methods and digital wallets.
• Stay informed about emerging trends and adapt your offerings accordingly.

Want to learn more or discuss potential opportunities in retail? Contact your BlueStar representative today!