Prepared for NRF by

                      RFID and Consumers:
                      Understanding Their Mindset
RFID and Consumers

        Understanding Their Mindset

    Understanding what consumers think about RFID can help
With the current consumer-related              for more information about the technology.   • Many consumers said they wou...
Awareness and Perceptions:
    What Consumers Think About RFID

                             Speaking during a panel disc...
“I heard of the Mobil Speedpass and the speed passes that are used for tolls a
long time ago. I actually heard the term RF...
What Benefits Matter Most:
    Security, Safety and Savings

    “I would like more               In most consumer-relat...
Demographics Can Make
a Difference
There were a few demographic differences
worth noting. In general, women tended
to rate...
Concerns and Issues:
    Educating Consumers, Debunking Myths

    When it comes to consumer concerns             about t...
“I’m wondering how expensive it would be for retailers and manufacturers to
implement this new technology given that they ...
Looking — and Thinking — Ahead

    The key message to come through loud            How Long Until                       ...
About the
                                                                                            National Retail Foun...

        North America
        5 Times Square
        New York, NY 10036
        +1 917 934 8000

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RFID and Consumers: Understanding Their Mindset


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RFID and Consumers: Understanding Their Mindset

  1. 1. Prepared for NRF by RFID and Consumers: Understanding Their Mindset A U.S. Study Examining Consumer Awareness and Perceptions of Radio Frequency Identification Technology
  2. 2. RFID and Consumers Understanding Their Mindset Understanding what consumers think about RFID can help ensure that companies are in a position to leverage the technology’s full potential and gain return on their investment. What if you could: new is its increasing affordability — and hence scalability — and the commitment • Help your customers more quickly to use the technology to drive cost savings recover stolen high-ticket items such and improved efficiency. as consumer electronics? The focus of RFID today is on tagging at • More quickly and accurately locate the case and pallet levels. However, the products involved in a recall and get consumer — along with other key factors them off store shelves and out of such as standards, technology, resources consumers’ homes faster? and business impact — must be taken into account when incorporating RFID • Ensure the authenticity of the products into your business. Even though RFID you sell and improve security of will not hit the item level for several prescription drugs? years, consumer buy-in is essential given the current public debate. It is important, • Offer reduced prices to your customers therefore, that companies gain an under- as a result of eliminating costs from standing of the consumer mindset sooner your supply chain? rather than later so they can set the stage in a positive way. These scenarios share at least one feature in common: They are among the potential Should the industry fail to educate benefits from RFID that consumers consumers about RFID, that role will identify as extremely important to default to consumer advocacy groups, them. Because RFID can play a role which have already raised the issue of in realizing these benefits, it’s important privacy as a key concern. “It’s such a that businesses focus on these areas one-sided conversation about the needs when positioning RFID. of businesses, with so little input from the citizens and consumers who are Radio Frequency Identification (RFID) the major stakeholders in society,” has rapidly taken center stage at industry noted Katherine Albrecht, founder of forums around the globe. RFID is not a Consumers Against Supermarket Privacy fad or a new technology; consumers have Invasion and Numbering (CASPIAN), in been using RFID tags at gas stations and an interview with the Associated Press. highway toll booths for years. What’s © 2004. Capgemini. All rights reserved. 1
  3. 3. With the current consumer-related for more information about the technology. • Many consumers said they would be debate around RFID focused almost This represents good news for businesses willing to buy an RFID-enabled product entirely on privacy concerns, it’s difficult as it means consumers appear open to to get the benefits that are most to assess what consumers think of the communication and educational efforts important to them. However, a smaller technology on a broader basis and how that can increase their knowledge and percentage would consider paying much they really understand about it. To understanding of RFID. more to receive those benefits. get a more holistic view of the consumer mindset and gauge consumers’ current Overall conclusions from the research • Key concerns regarding RFID include awareness and perceptions of RFID, include the following: the potential use of consumer data by Capgemini conducted consumer research • Consumer awareness of RFID is pre- a third party, an increase in targeted in the U.S. The survey included a brief direct marketing and the ability to dictably low at this time. Among those explanation of RFID and a wide range of track consumers via their product who have heard of it, their perceptions questions: How do consumers perceive purchases. Environmental and health are mixed, with most viewing RFID RFID? Which benefits stemming from issues were somewhat lower on the list. favorably or having no opinion. RFID are most important to them? What concerns them the most? What would • Consumers’ views were mixed regarding • The potential benefits from RFID that make them willing to accept RFID? when they believe RFID tags will appear are most important to consumers The answers to these questions can include: on most of the products they buy, with help companies better understand one-third saying two to five years. how to make the most of RFID at – Faster recovery of stolen items the item-tagging level. The research findings on the following – Improved car anti-theft capabilities pages offer additional insight into the – Consumer savings stemming from consumer mindset regarding RFID and Consumers Appear Open to reduced product costs Communication About RFID can serve as a benchmark for companies – Improved security of prescription as they develop their RFID strategy One key finding to come out of the drugs and approach. research is the fact that most consumers have not yet formed a strong opinion – Faster/more reliable product recalls about RFID and, in fact, many are looking – Improved food safety/quality Research Methodology: About the Study Capgemini worked with SmartRevenue, a Ridgefield, Connecticut-based research firm, to conduct this RFID study. The objectives of the study included: • Gaining a better understanding of consumers’ awareness and perceptions regarding RFID technology and assessing their willingness to purchase RFID-enabled products. • Examining consumers’ views regarding the potential benefits of the technology, as well as their concerns and issues. • Understanding consumer perceptions regarding the timeline for RFID tagging at the item level. The study was conducted in October 2003 using an Internet panel. More than 1,000 U.S. consumers were surveyed. Respondents were required to be 18 years of age or older. The composition of the consumer sample was based on a projectable national sample representative of the population from the standpoint of age, gender, education and residential location. Consumers were asked to complete a questionnaire that included a brief explanation of RFID and a wide range of questions regarding the technology, as well as basic demographic questions such as gender, age and education. 2
  4. 4. Awareness and Perceptions: What Consumers Think About RFID Speaking during a panel discussion at an It’s true that consumer awareness of RFID RFID Journal Live! session in Chicago, is predictably low at this time, with just Katherine Albrecht of CASPIAN stated 23% of respondents saying they had that “two-thirds of the consumers who have heard of the technology. However, among heard of the technology [RFID] and don’t those who are familiar with it, their even know much about it are opposed to perceptions are mixed, with 42% viewing it.” Our research found otherwise. RFID favorably; 10% viewing it unfavor- ably; and 48% indicating that they didn’t know or had no opinion. This finding indicates that many consumers have Have You Heard of RFID Technology? not yet formed an opinion about RFID, providing an opportunity for businesses to position RFID in a favorable light and educate consumers about the bene- 23% fits of the technology. % of consumers Consumers who have heard of RFID saying get their information from a variety Yes of sources, primarily the media and 77% word-of-mouth. Following are No representative responses: • “From friends, in conversations” • “At work, industry publications” • “An article in Newsweek” • “An article in Wired magazine” What Is Your Perception of RFID Technology? • “Computer trade journal” • “News report on CNBC” % of • “Read about it on the Internet” consumers saying • “Article saying Wal-Mart wanted its 31% Favorable suppliers to use RFID technology” 42% Unfavorable Don’t know Awareness of Existing RFID Applications Is Low No opinion 17% To gauge consumers’ awareness of existing 10% examples of RFID, we asked respondents whether they used applications such as TM the Mobil Speedpass to pay for gas at the pump or an electronic highway toll device such as E-ZPassSM when commuting 3
  5. 5. “I heard of the Mobil Speedpass and the speed passes that are used for tolls a long time ago. I actually heard the term RFID and connected the two last night during the episode of ‘Alias.’” — Consumer response to the question: How did you hear about RFID technology? or traveling. About half either use the Throughout the study, consumer concerns that companies must consider when applications or have heard of them about costs and prices arose, with many developing their RFID strategy. Although, even though they don’t use them. verbatim comments focused on what for example, Wal-Mart has emphasized RFID might do to the cost of goods. that it would not accept increased costs Said one consumer: “I heard of the Mobil Some wondered if prices would go up; from suppliers as they apply RFID tags Speedpass and the speed passes that are others believed they might go down. at the case and pallet level, that message used for tolls a long time ago. I actually When asked directly about whether they apparently has not been heard yet by heard the term RFID and connected the thought the use of RFID would raise, consumers. Part of that skepticism is no two last night during the episode of lower or have no impact on the cost of doubt due to an overall belief among [science-fiction TV series] ‘Alias.’” Most goods, about 40% of consumers said it some consumers that new technology respondents, however, did not make the would raise the cost of consumer goods; often brings with it higher prices. As one connection between these applications 17% said it would lower the cost; 18% consumer said: “Any new technology and RFID. When we asked consumers believed there would be no impact; and means a raise in the cost of the product.” if they were aware that the Mobil one-quarter said they didn’t know what Speedpass and E-ZPass use RFID the impact on product costs would be. At While that’s a bigger battle to fight, technology, eight out of 10 said “no.” the same time, the potential for consumer businesses should be aware of and savings that might be realized through determine how best to address consumer Educating consumers about applications RFID was high on the list of benefits that concerns about costs as they incorporate such as these that are already in wide- respondents indicated were extremely RFID into their operations. Making it spread use may make RFID seem more important to them (see following section clear to consumers that prices might real and therefore less daunting. This on benefits). actually be reduced as a result of the may help lessen the “fear of the unknown” elimination of supply chain costs through expressed by some consumers. In fact, Clearly, consumer skepticism regarding RFID should be an element included in RFID is not as unknown as many costs and prices is an important issue companies’ communication strategy. consumers may think. How did consumers’ feelings about RFID Impact of RFID on Cost of Goods compare with their willingness to buy products enabled with RFID tags? Early 50% in the survey, we asked respondents about their willingness to buy RFID- 41% enabled items. Just under one-quarter 40% said they would definitely be willing to buy such products, about one-third were somewhat willing, 13% said they were 30% % of not at all willing and one-third had no 25% consumers saying opinion. To delve deeper into this area, Raise cost we asked additional questions later in the 20% 17% 18% Lower cost study about consumers’ willingness to No impact buy RFID-enabled products in order to on cost 10% receive specific potential benefits. These Don’t know findings are presented in the following section on RFID benefits. 0% 4
  6. 6. What Benefits Matter Most: Security, Safety and Savings “I would like more In most consumer-related RFID discussions At the bottom of the rankings were to date privacy has been the central in-aisle companion product suggestions, information, in commonly focus, and in fact our study addressed instant recognition of preferences to get understood language, this concern (see following section). Yet, faster/improved service, and increased little attention has been paid thus far to access to more products. Benefits such as about RFID — what it the other side of the coin — the potential improved price accuracy, faster checkout is and what it can do benefits that consumers might realize and fewer out-of-stocks ended up in the for me — without all the through RFID. middle of the list, somewhat lower than might have been anticipated. high-tech mumbo jumbo.” To understand which benefits would be most important to consumers — The good news for businesses is that — Consumer response to the and therefore should be considered by some of the benefits that matter most to question: What might businesses as they position RFID — consumers — such as recovery of stolen lead you to buy an we included a list of benefits in the items, security of prescription drugs RFID-enabled product? survey and asked respondents to rate and improved food safety/quality — the importance of each. are already being addressed through pallet- and case-level RFID tagging in Some of the responses came back as the supply chain. Companies should expected, but there were also a few make the most of this by promoting surprises. The top five responses were: these applications when communicating with consumers about RFID. 1. Faster recovery of stolen items (such as cars and consumer electronics) In most cases, the number of consumers 2. Improved car anti-theft capabilities who indicated that they would be willing (stemming from applications such as to buy an RFID-enabled product in order immobilizers that will not allow the to get a particular benefit was comparable car to move) to those rating the benefit as extremely important. For instance, 71% said that 3. Consumer savings due to decrease faster recovery of stolen items was in manufacturer and retailer costs extremely important, and 68% said they would buy an RFID-enabled product to 4. Improved security of prescription get this benefit. drugs (ensuring against tampering, incorrect medications, incorrect The numbers dropped off, however, dosage, etc.) when respondents were asked a 5. (Tied) Faster, more reliable recalls follow-up question about whether (of cars, tires, food items, toys, etc.); they would consider paying more for and improved food safety/quality the product — indicating again that cost (ability to identify product origins, is a key concern for many consumers. better quality control, ability to trace products from “farm to table,” etc.) 5
  7. 7. Demographics Can Make a Difference There were a few demographic differences worth noting. In general, women tended to rate many of the potential benefits from RFID as more important than did men. Of particular note were improved security of prescription drugs, consumer savings due to decreased costs and improved food safety/quality. However, men indicated a greater willingness than women to buy RFID-enabled products. In addition, consumers between the ages of 25 and 49 tended to rate the potential Importance of Potential Benefits from RFID benefits as more important than did respondents in other age groups. Faster recovery of 71 stolen items 68 50 When consumers were asked in an open- ended question to consider what might Improved car anti-theft 70 67 lead them to buy an RFID-enabled capabilities 52 product, many identified factors such Consumer savings due to 66 as lower prices, convenience, improved decreased costs 64 security, awareness of benefits, privacy N/A assurances and a better shopping 65 experience. Following are some Improved security of 61 prescription drugs representative responses: 38 Faster, more reliable 62 • “Lower cost, added security” 55 product recalls 30 • “If it were on expensive items and would deter theft or could track Improved food 62 63 stolen item” safety/quality 42 • “Anything that promotes a faster, better 61 shopping experience” Improved price accuracy 61 29 • “Assurance of my privacy and that costs don’t go up” 58 Faster checkout 60 • “Being shown that it provides a real 30 benefit to me, the way E-ZPass does” 56 Reduced product • “Convenience, speed of sale, ease 53 counterfeiting 30 of payment” Instant access to more 50 • “I would have to know much more 45 product info than I know now” 26 • “If a salesperson explained the use 49 Reduced out-of-stocks 40 of it to me thoroughly and explained 19 its benefits” Instant access to product 46 Many respondents said they would like 45 availability info more information, presented in a manner 21 that is easy to understand, about RFID 44 Increased access to before buying such a product. This more products 41 Consumers saying points to the need for consumer education 19 “extremely important” both in advance of the arrival of item Would buy RFID-enabled Instant recognition of 41 product to get this benefit tagging and at the store level once it preferences 36 22 Would consider paying arrives. Said one consumer: “I would more for it like more information, in commonly In-aisle companion 28 24 N/A = Not asked understood language, about RFID — product suggestions 18 what it is and what it can do for me — without all the high-tech mumbo jumbo.” 0% 10% 20% 30% 40% 50% 60% 70% 80% % of consumers 6
  8. 8. Concerns and Issues: Educating Consumers, Debunking Myths When it comes to consumer concerns about the ability to track consumers via these concerns must be taken seriously relating to RFID, there’s no question their product purchases. Environmental even — or perhaps especially — if that privacy heads the list and must be and health issues were somewhat lower consumers’ worries are in fact unfounded. addressed by companies as they commu- on the list. Don’t assume, for example, that because nicate with their customers about RFID. you know RFID tags can’t be read from a Consumers in our survey were asked in Women expressed greater concern than distance that consumers know that as an open-ended question (without any men about the environmental impact, well. In fact, more than 40% of our prompts) to identify the most important consumer tracking and health issues. respondents were extremely concerned issue to them regarding RFID. Many However, men were more concerned about that issue, and their worries pointed to privacy, data acquisition/use, about the possibility that RFID tags should not be ignored or brushed off. accuracy, higher prices, loss of jobs could be read from a distance. It’s up to businesses to debunk any stemming from automated technology and myths regarding RFID. health concerns. Consumer comments There were also some variances based on ranged from “Big Brother is watching and age. Respondents in the 25 to 34 and 35 acquiring data” to “Health issues would to 49 age brackets were most concerned Consumers Are Looking be my concern; the long-term effects on about issues such as the environmental for Information humans” to “Fear of the unknown.” impact, use of data by third parties and The good news is that consumers appear the potential for tags to be read from a open to educational efforts focused on In a separate question, consumers were distance. The youngest and the oldest these topics. Said one respondent when given a pre-programmed list of potential consumers expressed the least concern asked what was the most important issue concerns related to RFID, and again about any of the issues relating to RFID. relating to RFID: “Educating consumers, privacy-related issues came out on top. because I don’t know enough about it.” Almost seven out of 10 respondents said The level of concern apparent in our they were “extremely concerned” about research makes it clear that companies To put consumers’ privacy concerns into the use of consumer data by a third should take responsibility for educating perspective, we asked respondents to party; 67% were concerned that they their customers by addressing privacy, consider how RFID compared to other would be targeted more with direct environmental, health and tracking issues types of consumer technology. They were marketing; and 65% were concerned with clear, understandable facts. And asked to indicate whether they thought RFID might have a greater, the same or a lesser impact on individual privacy in comparison to cell phones, debit/credit Consumer Concerns Related to RFID cards, ATMs, frequent shopper cards, access-control badges, smart cards and Consumer data used by third party 69 camera phones. Between 40% and half of respondents expect the impact of RFID Targeted more with direct marketing 67 to be greater than these other technologies; Tracking of consumers via one-quarter to one-third expect the 65 product purchases impact to be the same; and the remainder Health issues stemming 56 said the impact would be less or they from RFID didn’t know. Women were somewhat more Environmental impact 45 likely than men to believe that RFID would have a greater impact on personal RFID tags that can be 43 privacy than the other technologies. eaten/dissolved Tags could be read 42 from a distance 0% 10% 20% 30% 40% 50% 60% 70% % of consumers saying “extremely concerned” 7
  9. 9. “I’m wondering how expensive it would be for retailers and manufacturers to implement this new technology given that they would have to completely change their scanning/inventory system.” — Consumer response to the question: What is the most important issue in your mind regarding RFID technology? What would it take to allay consumers’ The Impact on Privacy From RFID vs. Other Technologies privacy concerns? EPCglobal (formerly AutoID, Inc.) issued the following guidelines for RFID deployment: Cell phones 42 28 13 17 RFID will have greater impact • Consumer Notice – Consumers will Debit cards 49 27 9 15 RFID will have be given clear notice of the presence same impact of EPC (RFID) tags on products or Credit cards 50 26 10 14 RFID will have packaging through the use of an EPC lesser impact (Electronic Product Code) logo or ATMs 49 26 10 15 Don’t know identifier on the products or packaging. Frequent shopper 47 34 5 14 cards • Consumer Choice – Consumers will Access-control 51 31 5 13 be informed of the choice that they badges have to discard, disable or remove EPC "Smart" cards 49 31 5 15 tags from the products they acquire. Camera phones 40 30 11 19 • Consumer Education – Consumers will have the opportunity to easily 0% 20% 40% 60% 80% 100% obtain accurate information about % of consumers saying EPC and its applications, as well as information about advances in the technology. Factors Affecting Willingness to Buy RFID-Enabled Product • Record Use, Retention and Security – 80% As with conventional bar code technol- 70% ogy, companies will use, maintain and 62% % of consumers saying 60% 58% protect records generated through EPC 54% 53% Privacy protection regarding in compliance with all applicable laws. 50% RFID written into law Companies will publish, on their 40% Ability to disable tag at store post-purchase websites or otherwise, information on 30% Customer opt-in/opt-out choice their policies regarding the retention, regarding info collected via tag 20% use and protection of any consumer- Clear, understandable product 10% specific data generated through their labels that indicate RFID-enabled operations, either generally or specifically 0% with respect to EPC use. Our survey asked consumers how some opt-in/opt-out choice on the part of the “I’m wondering how expensive it would of these and other factors might influence consumer regarding information collected be for retailers and manufacturers to their willingness to buy RFID-enabled via the tag; and clear, understandable implement this new technology given products. Respondents indicated that labels that indicate that a product is that they would have to completely legislated privacy protection is the enabled with an RFID tag. change their scanning/inventory system. key option that would influence their And if it does end up being costly, what willingness to buy. The ability to disable Again, the issue of costs came up are the consequences on the price of RFID tags at the store after purchase was when consumers were asked about their products?” a close second influencer; followed by an RFID-related issues. Said one respondent: 8
  10. 10. Looking — and Thinking — Ahead The key message to come through loud How Long Until How Long Would You and clear in our research is that RFID is a RFID Is a Reality? Like It to Be Before topic that matters to consumers. What’s RFID Is a Reality? more, they have opinions that should be % of taken into consideration as part of any 35% consumers saying 35% RFID strategy. At least some consumers 33% also have a fairly good grasp on the likely Within 1 year timetable for RFID at the item level. 30% 30% Within 2 years 30% When respondents were asked when they thought RFID tags would appear on 2–5 years most of the products they buy, one-third 25% More than 25% said two to five years. Only 11% thought 5 years such tagging would occur within one 21% 21% Not sure year and 11% thought it would be more 20% 20% 19% Never than five years. Another 21% were unsure. 16% As a closing question we asked consumers 15% 15% 14% how long they would like it to be before RFID tags appeared on products. Their 12% 11% 11% responses were mixed: 28% said one or 10% 10% 9% two years, 19% said two to five years, and almost one-third were unsure. Just 14% said they hoped RFID would never 5% 5% become a reality. 3% Consumer views on the RFID timeline 0% 0% are aligned fairly well with industry estimates, which anticipate item tagging arriving within several years. This allows • Include consumers in the RFID • Make it clear that there’s something sufficient time for education efforts and discussion. RFID is a “game-changing” in it for them; there are consumer incorporation of consumer considerations technology that has the potential to benefits to be realized, not just business into RFID strategies. The importance of fundamentally alter the global supply benefits. Communicate with consumers education cannot be overstated. If the chain and the store experience in the about the applications already in place industry fails to educate consumers, that coming years. The consumer should be that are addressing some of the benefits role will default to consumer advocacy one of the five key elements — along that matter most to them. groups, which have already drawn with standards, technology, resources attention to the privacy issue. and business impact — of your RFID • Address their concerns and debunk strategy and approach. myths with facts regarding costs The findings of our consumer research and prices, as well as privacy, and can serve as a guide for companies as • Begin to communicate with consumers environmental and health issues. they make strategic decisions and choices about RFID sooner rather than later; about how to implement RFID in their educate them about the technology • Take it slow — but don’t wait too long to business in such a way as to realize a and the potential benefits. They’re get started. Build consumers’ knowledge return on their investment in the technology. open to learning about RFID — but base gradually rather than inundating The following recommendations can help remember to speak their language, not them with too much information all at ensure that companies are in a position industry or technology jargon. once. Most don’t expect RFID tags to to leverage the full potential of RFID when appear on products for a few years it reaches the item-tagging level: still, so work within that timeline. 9
  11. 11. About the National Retail Foundation The National Retail Federation is the world’s largest retail trade association, with membership that comprises all retail formats and channels of distribution including department, specialty, discount, catalog, internet and independent stores as well as the industry’s key trading partners of retail goods and services. NRF represents an industry with more than 1.4 million U.S. retail establishments, more than 23 million employees — about one in five American workers — and 2003 sales of $3.8 trillion. As the industry umbrella group, NRF also represents more than 100 state, national and international retail associations. About Capgemini Capgemini, one of the world’s foremost providers of Consulting, Taking RFID One Step at a Time • Implementation: Start with a Technology and Outsourcing services, containable part of the process (for has a unique way of working with This last recommendation holds true for companies’ overall approach to RFID, example, a returnable assets pool). its clients, called the Collaborative not just the consumer education aspect. Focus on early success by addressing Business Experience. Backed by Because of the scope and impact RFID is current pain points such as missed over three decades of industry and expected to have on companies’ opera- cross-docking cut-off times or misroutes. service experience, the Collaborative tions, it is best deployed in a controlled, Business Experience is designed to step-by-step fashion to grow with the • Deployment: Then build your help our clients achieve better, faster, volume of data being introduced into the applications to encompass more more sustainable results through business. Our experience at Capgemini of the processes and suppliers. seamless access to our network of indicates that a sensible approach to world-leading technology partners RFID should include the following steps, RFID allows companies to gain a and collaboration-focused methods with consumer considerations factored competitive advantage. For example, and tools. in accordingly: manufacturers benefit from being a preferred supplier to the bigger retailers • Insight: The first step is to build Through commitment to mutual and by manufacturing and distributing awareness in your company around the their goods in a smarter fashion. Retailers success and the achievement of topic, particularly with the supply chain can lower their supply chain costs earlier tangible value, we help businesses management part of the organization. than the competition, and offer a richer implement growth strategies, experience to their customers. leverage technology, and thrive • Pilot: Get acquainted with the technolo- through the power of collaboration. gy and do some preliminary testing in Reaching this future state, however, Capgemini employs approximately order to determine how applicable will require gaining the trust of 55,000 people worldwide and reported RFID is to your company. consumers before they find RFID tags 2003 global revenues of 5.7 billion in their shopping carts. Our research euros. To learn more, click on • Roadmap: To build the right roadmap findings and accompanying recommen- “industries” at to RFID adoption, you should perform dations can help companies achieve a business case analysis, determining this objective and realize greater return your benefit priorities and dependencies. on their RFID investment. 10
  12. 12. Capgemini North America 5 Times Square New York, NY 10036 USA +1 917 934 8000 Europe Papendorpsweg 100 3528 BJ Utrecht The Netherlands +31 30 689 89 89 National Retail Federation Liberty Place 325 7th Street, NW, Suite 1100 Washington, DC 20004 USA +1 202 783 7971 06/04