Brits say ‘no’ to AI for Black Friday shopping
One in ten consumers (12%) say they will use AI chatbot tools to search for Black Friday offers. However, the popularity of these tools has failed to grow compared with twelve months ago, new data from KPMG shows.
KPMG surveyed 3,000 people across the UK about their intentions for this month’s promotional period that leads up to Black Friday on the 27th.
Three quarters (77%) said that they are planning to, or may be tempted to, shop – with 49% of them having delayed buying target items until this period.
12% of consumers said they will prompt the likes of ChatGPT and Gemini in order to find Black Friday offers – but the number of people planning to use AI in this way failed to increase from last year (when it was 15%).
However, using AI-suggested links from search engines to find promotions grew slightly to 13% from 12% twelve months ago.
Heading directly to a retailer’s website (or app) is the most common way that people will find deals (53%), followed by a third (30%) relying on emails from retailers, and a quarter (25%) heading to stores.
Of the consumers either planning to or who may shop for Black Friday period discounts:
- A third (30%) plan to buy Christmas gifts, and a fifth (22%) plan to buy for themselves.
- A quarter (25%) may be tempted to buy items for themselves, and a fifth (22%) may be tempted to buy Christmas gifts.
“Retail sales were strong in early summer, and weaker in the latter part,” said Linda Ellett (Head of Consumer and Retail for KPMG UK).
“What these results suggest is that at least some demand has been delayed – with savvy consumers awaiting Black Friday period promotions.”
Ellett added that the conventional Christmas promotional shopping season is also being pulled forward.
“Both of these things are a respective challenge for retailers – who have to consider the need to compete with rivals, the demand for discounts from consumers, while protecting their margins. And also, how to keep the spending going right through to Christmas Eve.”
Black Friday findings
While the results suggest that AI use by consumers as a way of finding Black Friday discounts has largely failed to increase in popularity, one in ten consumers still plan to search for deals using AI chatbot tools and AI search engine link suggestions, respectively.
“They also serve as a reminder of the importance of multi-channel strategies for retailers, with physical, online and social all ways that different groups of consumers prefer to shop. And the continued strength of free delivery and returns as a purchasing driver,” said Ellett.
KPMG’s data shows clothing is the most common target, for 30% across all age groups – rising to half (47%) of Gen Z age. Footwear (20%) and Health and Beauty products (20%) complete the top three categories.
Gen Z (Born after 1996) consumers are the age group most commonly planning to shop for themselves or for Christmas gifts for others this Black Friday period.
With 71% saying they have delayed buying in the hope of discounts. Regionally, Londoners are the most likely (across all age groups) to be planning Black Friday purchases (35% for themselves and 46% Christmas gifts).
Free delivery (40%) and free returns (22%) remain the most popular ways that consumers say retailers can tempt them into making a purchase. Livestream shopping events were least likely to encourage consumers to buy.
23% of consumers said they won’t be buying anything this Black Friday; half (48%) said it’s because they don’t trust that the prices on offer are better than any other time of year.
“Among consumers saying they won’t buy anything this Black Friday period, half cite a lack of belief that Black Friday discounts are better than any other time of year. Retailers need to be mindful of the ongoing job required to convince this group – especially now that AI tools make price tracking easier,” said Ellett.
