Survey says shoppers continue to favor self-checkout

Aug. 20, 2012

According to a recently completed survey done by independent research firms for NCR, self-checkout fares favorably among consumers.

For the survey, 400 U.S. grocery store shoppers were randomly selected and questioned about their checkout habits. Half of those shoppers used self-checkout while the other half used cashier-assisted checkout.

When asked "What do you like about self-checkout?" a majority of both groups — 78 percent and 60 percent, respectively — said that "it's usually faster than going through a cashier-assisted line."

In regard to stores that provided a self-checkout option, 64 percent of self-checkout shoppers and 44 percent of cashier-assisted shoppers said they "agree" or "strongly agree" with the statement "I believe retailers who offer self-checkout provide better customer service."

Shoppers in both groups wanted to see self-checkout broadened into other retail segments, according to the survey findings. Seventy percent of self-checkout shoppers said they would like to see self-checkout offered at mass merchants and at drug stores, followed by 61 percent at do-it-yourself stores and 50 percent at convenience stores. Roughly 50 percent of cashier-assisted shoppers wanted self-checkout expanded to mass merchants, do-it-yourself stores and drug stores, followed by 44 percent who wanted to see self-checkout in convenience stores.

Read more about self-checkout.

Topics: Customer Experience , Self-Checkout

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