Self checkout continues to gain traction with consumers, according to the first Digital Commerce Index from NCR Voyix Corp. Highlights from a press release include:
- 43% of consumers expressed a preference for self checkout over traditional checkout.
- A generational snapshot of responses from the index indicates that 53% of younger shoppers ages 18 to 44 prefer self checkout. Of those consumers who prefer self checkout, speed, shorter lines and privacy are most important.
- Shoppers aged 45 to 60 and older prefer traditional checkout, but the top reason behind their choice is that they often have many products to check out.
- Two-thirds of survey respondents said they prefer to shop for groceries in store versus online. Challenges like out-of-stock items (62%), incorrect deliveries (52%) or unfulfilled orders (38%) contribute to poor online ordering experiences. Nearly two in five survey respondents (37%) said they abandoned an online order due to high service fees.
- Some consumers also prefer to hand select specific items like produce (59%) or meat (51%) themselves.
- With inflation driving higher grocery prices, 74% of consumers surveyed have changed how they shop for groceries. Most are looking for less expensive items (56%), buying less overall (49%) or making a more deliberate decision to shop where they find the best deals (46%).
- When asked how technology has changed their shopping experiences, consumers cited the ability to compare prices more frequently, research products before purchasing more frequently and use more digital payment options.
"The reality is shoppers want more control over their checkout experience and self checkout delivers that flexibility," David Wilkinson, CEO at NCR Voyix, said in the release. "For retailers, self checkout enhances operational efficiency in a time when many are struggling to retain staff and are combating unprecedented levels of shrink.
"The results are in, and it's clear consumers want ease, speed and innovative experiences whether they are at the grocery checkout, gas pump or favorite restaurant," said Wilkinson.