Self-checkout is a customer service option that is becoming increasingly popular, as it offers shoppers convenience and autonomy as they can scan, bag, and pay for their items without the need of an additional cashier. Customer preference for self checkout systems is based on speed, privacy when paying, and seamless customer experience. In addition to this, customers tend to feel in control of their shopping experience when using self-checkout compared to standing in line with a store clerk.
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Data for today’s episode is provided by Javelin Strategy & Research’s Report: Unattended Commerce: The Store of the Future?
Do consumers prefer self-checkout options rather than checking out with a cashier?
- 25% completely agree
- 31% agree
- 19% neither agree nor disagree
- 12 % disagree
- 12% completely disagree
Unattended commerce is not a new concept; the idea has been around since the 1880s, when the first mechanical vending machine was invented to sell postcards at railway stations. Since that time, convenience vending in the United States alone has grown to a $31 billion industry, not including automated sales of transportation tickets, cash dispensed at ATMs, and other kiosk-based purchases. Unattended commerce in the 21st century is more than just vending; it strives to combine the speed and convenience of a vending purchase with the product selection and shopping experience that consumers expect at their favorite stores.
This research report from Javelin Strategy & Research, Unattended Commerce: The Store of the Future?, reviews the effects of the pandemic and the continued growth of unattended commerce. This report looks at the key factors that have the potential to accelerate or delay the tipping point for the next phase of retail shopping and payments.