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Project

The added value of social robots in retail

26 June 2023 - 10 January 2026

The retail sector is under pressure due to staff shortages, increasing workloads, and growing customer expectations for high-quality service. Social robots, such as Pepper and Temi, offer a possible solution. With their ability to greet customers, provide wayfinding, and provide product information, they can not only reduce the workload of employees but also improve the shopping experience for customers. 

The added value of social robots for my store 

Discover how social robots such as Pepper and Temi improve the shopping experience and contribute to customer and employee satisfaction. This practice-oriented research in 10 Dutch stores provides insights into the role of robotics in retail. 

Social robots are changing the way we shop and work. Within the RAAK-SME project, we are researching how robots like Pepper and Temi can make a positive contribution to the shopping experience. Through practice-oriented experiments in 10 stores across the Netherlands, we evaluate their impact on customer experience, employee satisfaction, and overall store performance. This project provides insights into how technology can contribute to a more efficient and customer-oriented retail sector. 

Goal of this project 

The central question of the project is: how and to what extent does the deployment of social robots lead to higher customer and employee satisfaction, and does it create added value for the retailer? 

To answer this, we test specific tasks such as welcoming customers, providing product information, and offering advice on the shop floor. Using surveys, observations, and data analysis, we investigate the effectiveness of these robots and learn which applications offer the most potential. 

Team 

  • Tibert Verhagen – Project leader and expert in technology and customer behavior 

  • Ewout Nas – Specialist in data analysis and robotics 

  • Koen Hindriks – Developer of the Temi robot scripts 

  • Filip Otten – Customer interaction researcher 

  • Jacqueline Arnoldy – Process coordinator and practice-oriented researcher 

  • Stephanie van de Sanden – Communication and reporting officer 

Collaboration & Partners 

This project is carried out in close collaboration with knowledge institutions, trade organizations, and retailers. The support of the National Regieorgaan Praktijkgericht Onderzoek SIA makes it possible to test technological innovations in practice and share valuable insights with the retail sector. 

Education 

Students from the Amsterdam University of Applied Sciences (HvA) play an active role in this project. They work together with professionals to develop practice-oriented solutions. 

What technology suits my store?