Survey: Two out of three U.S. consumers surveyed want self-service options when shopping

Duluth, Ga. -- A majority of U.S. consumers believe that self-service technologies such as self-checkout and kiosks improve the store experience, with almost half of younger shoppers preferring to use self-checkout in stores, according to a new survey by The NPD Group for NCR Corp.

In the report two out of three U.S. consumers surveyed want self-service options when shopping, and nearly half of shoppers surveyed under 45 want stores to offer self-checkout. In other findings, almost 46% of consumers surveyed want stores to offer more self-service options, like self-checkout or kiosks, to improve the shopping experience.

“Survey results highlight how consumers are embracing self-service and their growing preference for self-service options when shopping,” said Scott Kingsfield, senior VP and general manager of NCR’s retail line of business. “By offering consumers the choice of self-checkout as part of their full-service portfolio, retailers can offer consumers a convenient and enhanced shopping experience.”

Additional NCR research data shows that U.S. grocers who implement self-checkout see self-service usage rates of approximately 35% of all transactions.

“The option of self-service, when delivered as part of a strategic customer engagement program, can help many retailers cater to today’s time-starved and on-the-go consumers,” said Marshal Cohen, chief industry analyst for The NPD Group. “This survey demonstrates that self-checkout is a popular choice for these shoppers, who appreciate the speed and convenience of self-service.”

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