News

Self-Service changes the way consumers do business

June 20, 2004

RALEIGH, NC--It's a well known fact that most people hate waiting in line, especially when it's due to a slow moving cashier or clerk. The solution, according to a story on WRAL.com is to use self-service to give consumers the control.
 
"I'm very independent and I like taking care of myself and not having to wait for somebody else to do their job," consumer Jim Janicki said.

Self-service gas stations and then ATMs started the trend. Then it moved to grocery stores to home improvement stores and fast-food restaurants.  "Self-service transactions were about $270 billion last year. In the next three years, we expect that to top $1 trillion," research analyst Greg Buzak said.

Most airports offer self-service check-in. Analysts say more than 70 percent of airline travelers use it and it saves more than $3 per person.  "It has its pluses and minuses. Some stuff is faster. I'm paying the same price for stuff and not getting any service," traveler Brian McDaniel said.

Some grocery stores, according to the story, are taking self-serve to a new level with scan while you shop. "It's new and exciting. It's something different and I like new," shopper Cynthia Blakely said.