Retail
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June 17, 2025
To meet evolving consumer expectations, retailers and restaurants must prioritize convenience and personalization, according to the 2025 Commerce Experience Report by NCR Voyix. The report, based on a blind survey of American consumers in November 2024, highlights key trends shaping the commerce experience in grocery, dining, and fuel convenience purchases.
6 key takeaways from the report
- In-store shopping endures, driven by self-service: Despite online options, consumers favor in-store experiences for groceries, dining, and fuel. This preference is primarily to pick items (69%), choose substitutions (54%), or make spontaneous purchases (46%). Shoppers are increasingly gravitating toward self-checkout for more control over their experience.
- Self-checkout is now an expectation: Self-checkout is no longer a novelty feature but an expected part of the digital world. Most consumers (83%) have used self-checkout in the past six months. This is especially true for Gen Z (63%) and Millennials (45%), who prefer it for speed, bagging their own items and shorter lines.
- Checkout technologies are evolving: Retailers are adopting advanced technologies to enhance self-checkout and combat shrinkage. This includes mobile checkout options for faster service. Many grocers are also implementing cameras to detect unscanned items (42%) and software that automatically recognizes fresh produce (nearly one-third). Additionally, 28% of systems feature age and ID verification.
- Incentives and convenience boost self-checkout use:Consumers are open to more sophisticated self-checkout options. 60% of those who avoid self-checkout would reconsider if it were easier for more than 15 items. Furthermore, 78% would be more likely to use self-checkout with incentives like discounts or free products.
- Rising prices fuel loyalty program engagement: Increasing food prices are altering consumer shopping and dining habits. Over half (54%) of consumers anticipate grocery price increases in 2025, leading 57% to seek the best deals. As a result, loyalty programs are becoming crucial, with nearly 70% of shoppers enrolled in grocery store programs, and over half in fuel/convenience (54%) and restaurant (51%) programs.
- Convenience stores expand dining offerings:Busy consumers increasingly rely on convenience retailers for prepared meals and everyday groceries beyond just fuel. Many convenience retailers now offer limited-service restaurants to appeal to changing dining preferences; 21% of consumers frequented limited-service restaurants six to 10 times in the past six months.