A recent survey reveals 77% of shoppers now prefer self-checkout due to speed, despite concerns about theft and job displacement, highlighting a generational shift in consumer behavior.
Self-checkout as a concept took more than a few hits to its reputation in 2024. From retailers rolling back their self-checkout lanes to ongoing concerns about theft, self-checkout POS systems have had better years. Despite these very real challenges, self-checkout technology remains resilient and the preferred method of checkout among younger generations in particular.
A recent survey by NCR Voyix reveals a significant shift in consumer behavior: a resounding 77% of shoppers now prefer self-checkout, primarily driven by the desire for faster service. This trend is particularly pronounced among younger generations, with Gen Z and Millennials leading the charge.
When deciding between self checkout and traditional checkout lanes, customers find that speed and efficiency are paramount, with 36% of shoppers citing shorter lines and 43% appreciating the autonomy of bagging their own items as key motivators for choosing self-checkout.
This preference for self-service extends beyond retail and grocery stores. In the fuel convenience sector, 53% of consumers have actively sought out gas stations with appealing convenience stores, drawn by factors like food quality, loyalty programs and streamlined payment options. Similarly, the restaurant industry is witnessing a surge in demand for self-service kiosks and table-top ordering, with 39% of respondents expressing a desire for increased kiosk availability.
The rise of self-checkout: a double-edged sword?
While the allure of speed and convenience is undeniable, the rise of self-checkout technology presents a complex issue.
Impact on employment
The widespread adoption of self-checkout raises concerns about potential job displacement for cashiers. While some argue that technology can free up human workers for more customer-facing roles, such as providing personalized assistance and addressing complex issues, others worry about the long-term consequences for employment in the retail sector.
While self-checkout inevitably reduces cashier jobs, it is also becoming clear that the tech creates jobs in maintenance and customer assistance. Furthermore, labor unions emphasize that self-checkout strategies be adopted strategically and responsibly to minimize the effects on jobs.
Potential for errors
While self-checkout offers greater control to customers, it also introduces the potential for human error. Issues such as incorrect item scanning, weight discrepancies and difficulties with age verification can lead to frustration and inaccurate charges.
Moving beyond honest user-mistakes, self-checkout has also demonstrably contributed to retail shrinkage. According to a report by the Wharton School at the University of Pennsylvania, «the shrink rate from self-checkout is estimated between 3.5% and 4%, compared with a rate of less than 1% for cashiers.» A big contributing factor to this shrinkage is theft: consumers deploy techniques such as keying in cheaper items, switching out barcodes and scanning fake barcodes to try and trick the machines into missing items or charging a cheaper price.
Accessibility and equity
Ensuring that self-checkout systems are accessible to all customers, including those with disabilities, is crucial. Retailers must invest in user-friendly interfaces and provide adequate support for those who may require assistance.
Michaela Leung, writing about how to make self-service kiosks accessible, stresses four essential factors: they must be wheelchair accessible; there must be clear instructions and guidance provided; they must be screen-reader accessible and there must always be a live customer service option available.
The future of commerce: a human-technology symbiosis
The future of commerce likely lies in a symbiotic relationship between human interaction and advanced technology. While self-checkout options will continue to evolve, the human element will remain essential.
The successful integration of self-checkout technology will depend on a nuanced approach that prioritizes both customer experience and employee well-being. Retailers must invest in robust training programs for employees to effectively assist customers with self-checkout systems, troubleshoot technical issues and address customer concerns in order to continue improving the self-checkout experience.