Majority of customers encounter malfunctions with self-service checkouts, according to a new study
In a move that signals the growing trend towards digital offerings in the retail sector, Walmart is experimenting with self-checkout stations at one of its Supercenters in Fayetteville, Arkansas. This shift towards cashierless technology is echoed by Amazon Go's expansion, indicating a burgeoning demand for self-checkout solutions.
According to a report by Raydiant, self-checkout stations can lessen in-store crowding, serve customers faster, and boost revenue. The survey, conducted among 1,000 U.S. consumers, reveals that almost half (49.4%) of consumers would choose a store with self-checkout kiosks over one without them. Furthermore, 60% of respondents prefer self-checkouts over store associates if given an option.
However, the report also highlights concerns about cleanliness, scanning errors, theft, and overall functionality that can influence attitudes and retailer responses. A quarter (25.1%) of respondents said they're most likely to avoid self-checkout kiosks if it malfunctions, and more than two-thirds (67%) stated that they've experienced a self-checkout kiosk failure.
Despite these challenges, the demand for self-checkout stations continues to grow, with companies like Amazon Go, Microsoft, 7-Eleven, Trigo, Standard, and Zippin vying for a share of the cashierless tech market. Walmart, too, is planning to introduce a digital-centric store concept with self-checkout kiosks and contactless payment systems.
The preference for self-checkout options is driven by consumer demand for convenience, speed, and autonomy, especially among younger shoppers and those who prefer contactless or frictionless experiences. However, retailers must strike a balance between catering to these preferences and ensuring cleanliness, reliability, and overall customer experience.
This balance is achieved by combining self-checkout with staffed lanes, technology enhancements, and operational adjustments. Technological solutions like AI and computer vision are increasingly integrated to improve self-checkout accuracy, reduce fraud, and enhance functionality, thus addressing cleanliness and user experience concerns by reducing errors and the need for staff intervention.
The growing retail kiosk market reflects the demand for self-service options that improve speed and operational efficiency amid labor shortages, making these technologies more essential despite challenges. In summary, consumer preference gravitates towards self-checkout for convenience and speed, but concerns over functionality and the perceived lack of personalized service affect satisfaction and loyalty. Retailers respond by combining self-checkout with staffed lanes, technology enhancements, and operational adjustments to balance consumer desires with cleanliness, reliability, and overall experience.
- The expanding retail market for self-service kiosks indicates a growing demand for technology like AI and computer vision, which are being integrated to improve self-checkout accuracy, reduce fraud, and enhance functionality.
- In the retail industry, tech giants like Amazon Go, Microsoft, 7-Eleven, Trigo, Standard, and Zippin are vying for a share of the cashierless technology market, recognizing the demand driven by consumers seeking convenience, speed, and autonomy.
- Adopting a digital-centric store concept with self-checkout kiosks and contactless payment systems, Walmart joins various sectors in the battle to meet consumer preferences for digital offerings, mirroring the trend set by Amazon Go.
- While the demand for self-checkout stations continues to rise, retailers must carefully balance this demand with ensuring cleanliness, reliability, and overall customer experience by combining self-checkout with staffed lanes, technology enhancements, and operational adjustments.
