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Why self-service is on the rise

April 9, 2012 by Dean Sanders — Director, industry Sales, Zebra Technologies

Recent news reports have stated that some grocers plan to remove their kiosk systems, spurring debate as to whether the self-service industry will survive. Despite this recent discussion, IHL Consulting predicts an 8 to 10 percent increase in the number of self-checkout units deployed in North America over the next several years.

So, what are the benefits of self-service solutions that point to why they are on the rise?

Retailers gain sales and space

• According to NCR, retailers who offer self-checkout experienced a 20 percent increase in the number of customers who move through checkout lanes, resulting in an increased number of transactions and greater revenue.
• For smaller stores, deploying self-service checkouts frees up space to offer more merchandise.

Customers want the option of self-checkout

• NCR also found that two-thirds of U.S. consumers want self-service options when shopping, and a majority believe the technology improves the store experience.
• Consumers are on-the-go and they want what they want, when they want it. In order for companies to remain competitive, they must provide consumers with the technologies and tools necessary to make their shopping experience as seamless as possible.

Customer service and optimized employee productivity

Self-service applications free up staff, giving them time to interact more closely with customers or tend to other tasks. In turn, this improves the customer experience.

The benefits of self-service are certainly evident, especially when you factor in customer preferences and experience. Implementing technologies that not only affect a company's bottom line but also enhance the relationships it has with its customers is vital.

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