News

Survey finds customers welcome self-service

September 22, 2005

ATLANTA - German consumers enjoy using self-checkout as an alternative to assisted-service lanes - and do so frequently, according to a recent survey of METRO Group shoppers commissioned by NCR Corp.

According to a news release, fifty of METRO's Real hypermarkets and Extra supermarkets across Germany are equipped with NCR FastLane self-checkout. Half of the survey participants reported using self-checkout every time they shop, even when traditional assisted-service checkout lanes were open with no waiting. Close to 88 percent reported self-checkout experience as "very positive" and 86 percent said they will "definitely" or "probably" use self-checkout again. Neither age nor gender had a significant influence on consumers' willingness to accept the new technology.

"The results of the survey are impressive proof that our customers appreciate the additional service provided by self-checkout," said Markus Jablonski, public relations manager for Extra. "During peak periods, there is less pressure on the staff at the traditional checkouts and all the customers spend less time waiting in line."

Seventy-six percent use self-checkout because they find being able to get their shopping done quickly is "important" or "very important." More than two-thirds believe they can complete their transactions more quickly when they do it themselves. In addition, 24 percent said they use NCR FastLane to avoid waiting in line at the traditional checkouts.

Twenty-five percent of shoppers surveyed using assisted-service lanes said they chose the traditional checkout because they were purchasing large numbers of items on sale, or large numbers of the same item. Half of the self-checkout customers were against limiting the number of items they can check out through these lanes, with 60 percent wanting the freedom to use shopping carts as well as baskets.

"The positive response of shoppers at Real and Extra shows that self-checkout provides our retail industry customers with a competitive edge," said Alberto Camuri, vice president of NCR Retail Solutions Division in Europe, the Middle East and Africa. "We intend to continue to analyze this information in detail so that we can help retailers configure future NCR FastLane installations in the most efficient and customer-pleasing manner."