[M]ore than half (59%) of the consumers surveyed (13-19 year-olds) said they want little or no staff involvement in their shopping experience. Of this group, 66% would like to self-scan their purchases rather than wait in line to pay a checkout assistant. However, of those who still want human interaction, 57% want staff to pack their bags for them.The most frequently cited reason for wanting self-service checkout solutions was, not surprisingly, speed. Still, the need for information plays a strong role as well. 26% of respondants said they'd be interested in "smart" shopping carts, and 22% wanted to see information kiosks placed throughout the store.
But, despite a strong acceptance of self-scanning, 40% still want human interaction while shopping - but they want staff to be deployed differently. The research found that, of those opting for continued staff involvement, improved customer service is required:
- 45% of teenagers want staff to take shopping to their cars;
- 41% want staff to get products they have forgotten while they are in line at the cash register
Past articles on self-checkout systems include:
Storefront Backtalk: Reports differ on self-checkout value
Self-checkout impacting impulse purchases?
Consumers expected to spend $475 Billion at self-service kiosks
Thieves steal using Tesco self-checkout systems
Self-service picking up in the UK
Tags: self-service, self-checkout, retail kiosks, kiosks