Survey: In-store checkout, curbside pickup — here’s what shoppers want

A new survey reveals how the disruptions of the past two years have affected customer preferences and expectations.

Consolidating a pandemic trend that saw a 40% jump in the number of consumers using curbside pickup services, shoppers have continued to embrace the option, according to OneView Commerce.  Fifty-three percent of shoppers regularly use curbside pickup, and 32% said they use curbside pickup often or always

In terms of what was most important to shoppers with their curbside pickup orders, 45% cited completeness and correctness of their orders as the most critical element. And 20% also said speed of service is important for their curbside pickup experience

Checkout Preferences
The survey also examined the broad range of in-store checkout options available to shoppers. Some of the top stats in the report are below.

• Seventy-two percent of shoppers ages 18-29 chose checkout options other than regular cashier checkout.

• Do-it-yourself checkout is a trend that appears to be here to stay as the mobile generations come of age.

•  Forty-three percent of shoppers of all ages preferred self-checkout to checkout with cashier assistance.