Many college
students are shopping at mainstream retailers with mobile apps and they’d like
to use similar apps at their campus bookstore, according to a September 2016 student
survey conducted by NACS OnCampus Research. However, they’re not as familiar
with other shopping aids, such as chatbots and online check-in.
In the 90
days prior to the survey, 34% of students had used a store app and cited mobile
coupons, ease of use, and quick loading as the aspects they liked most.
Students also appreciated being able to determine whether certain items were in
stock and to read product reviews.
Two-thirds
expressed interest in an app offered by their campus bookstore, especially if
they received a discount for downloading the app, earned instant coupons when
they entered the store, or had the ability to check on prices for selling back
used textbooks.
Only 3% of
students had taken advantage of a chatbot to interact with a store online in
real time while 11% had used chatbots in other circumstances. Stores that offer
this feature need to promote it, as more than 60% of students confessed they
didn’t know what a chatbot was.
Students
had more experience with online check-in, which provides a text message or
other notification to alert customers when it’s their turn for service, instead
of waiting in a physical line. About 23% had used online check-in while 42%
indicated interest in trying it out.