Company News • 30.04.2015

20 percent of millenials do not like interacting with cashiers during checkout

Nearly half would like to see more self-service kiosks at every retail location

“Almost a quarter of all millennials use self-service kiosks to avoid any...
“Almost a quarter of all millennials use self-service kiosks to avoid any sort of interaction with cashiers,” said Pat Dermody, President of Retale.
Source: Bonial Enterprises North America Inc.

Retale, a location-based mobile platform connecting more than 3.5 million shoppers with their favorite major retailers locally, today announced the results of a new commissioned study examining consumer self-service checkout adoption among brick-and-mortar retailers. 

The study focused on several areas of the experience, including convenience, challenges and desired improvements. More than 1,000 adult men and women across the U.S. were polled for the study. 

85% have used a self-service kiosk 

The overwhelming majority of shoppers (85%) have used a self-service checkout kiosk, with just 15% having never done so. 91% of millennials – those 18-34 years of age – have used a self-service kiosk versus 81% of those 35 and older. 

Of the respondents that have used self-service checkout, the most popular reasons for doing so were: “I have a limited number of items” (72%); “there was no line” (55%); “I prefer to keep my transactions and financial information private” (13%); and “I don’t like interacting with cashiers” (12%). Among millennials, “I don’t like interacting with cashiers” was eight percentage points higher than the average (20%). 

41% say checkout kiosks are convenient, but could be better

Two-thirds (67%) of all respondents said that self-service kiosks are convenient versus 33% inconvenient. Of the 67%, however, 41% said that, despite its convenience, the experience “could be a lot better.” 

Across all respondents, 43% say that they often need help from an associate when using self-service checkout. Millennials were less likely to need support (37%) compared to those over 34 (47%). 

The top challenges in using self-service kiosks include: scanning items (35%); entering coupons (24%); understanding the service screen (16%); paying with cash (15%); and entering product codes (14%). 

When asked the number of products that they would feel comfortable checking out with via self-service, the majority (33%) selected 5-9. However, 26% said that they would be comfortable with 10-14 items while 24% would be comfortable with more than 15. Only 17% selected 1-4. 

49% want self-service kiosks at every store and 20% want the option to pay with a mobile device 

Despite current self-service checkout limitations, nearly half of all respondents (49%) would like to see more kiosks at every retail location to help streamline the checkout process. As the number of kiosks increases, a majority of respondents (53%) want at least one store employee overseeing kiosks to ensure devices are used smoothly; as well as limits on the number of items shoppers can pay for at each kiosk (32%). 

When asked about the retailers that should add more self-service kiosks, 49% picked mass merchandisers, followed by supermarkets (46%), drugstores (42%), convenience stores (27%), department stores (24%), and specialty stores (24%). 

Also, as technology advances, 20% of those surveyed wish to have the option to pay via a mobile phone or smartwatch at each kiosk. Among millennials, 26% want to be able to pay at self-service kiosks using mobile devices versus 16% for those over 34. 

“Almost a quarter of all millennials use self-service kiosks to avoid any sort of interaction with cashiers,” said Pat Dermody, President of Retale. “As a result, there is a growing demand for more automation and innovation throughout the checkout experience, via integrations with smartphones, wearables and other mobile devices. This will add to the convenience factor that already appears to be key to the experience.” 

Source: Bonial Enterprises North America Inc.

related articles:

popular articles:

Thumbnail-Photo: Hobbii continues the growth adventure …
23.06.2020   #POS systems #brick and mortar retail

Hobbii continues the growth adventure …

… with new stores and several digital initiatives

The online store Hobbii.dk continues the opening of physical stores with the launch the third store in Tarup shopping center in Odense, Denmark. The close collaboration with Delfi Technologies, which is based on several digital initiatives, will ...

Thumbnail-Photo: SPAR grocery store embraces new technologies...
23.09.2020   #digitization #app

SPAR grocery store embraces new technologies

The store has implemented Delfi Technologies' cloud solution and mobile app to manage the store's electronic price tags

This year, the co-operative association Tikøb could celebrate its 100th anniversary. Today, the SPAR grocery store in Tikøb is one of the stores in the chain that is at the forefront when it comes to implementing new technology. Most ...

Thumbnail-Photo: Disposition and shelf maintenance in times of Corona...
19.08.2020   #POS marketing #shop equipment

Disposition and shelf maintenance in times of Corona

Tools for shelf management

The CPG industry is currently experiencing turbulent times just as much as retail. Challenges such as the ban on field sales force visits or the sudden increase in demand for some articles, which leads to gaps in the shelf and loss of sales, are ...

Thumbnail-Photo: Checkout-free service at Giant Eagle’s GetGo Café+Market store...
07.09.2020   #self-checkout systems #app

Checkout-free service at Giant Eagle’s GetGo Café+Market store

Retrofitting an existing store

Grabango announced the launch of commercial service with one of its retail partners, Giant Eagle, Inc, owner of GetGo Café+Market. Grabango’s checkout-free system is now available to save shoppers time by letting them skip the line. The ...

Thumbnail-Photo: Knowledge is (retail) power
07.09.2020   #brick and mortar retail #digitization

Knowledge is (retail) power

The Germany Research Center for Artificial Intelligence (DFKI) wants to attain knowledge to assist the retail sector and creates digital twins of stores to make it a reality

Knowledge for all retailers - DFKI has launched the Knowledge4Retail (K4R) project series to achieve this goal. The driving force is an open-source platform for complex AI and robotics applications in retail.  The project relies on a digital ...

Thumbnail-Photo: Automated delivery services sprang up during China’s Covid-19 lockdown...
03.06.2020   #coronavirus #delivery

Automated delivery services sprang up during China’s Covid-19 lockdown

Retail technologies at Smart Retail Expo (SRE 2020)

In response to the Covid-19 outbreak, China’s retail giants JD.com and Meituan both deployed their smart deliver robots/vehicles in heavily locked down cities, such as Wuhan and Beijing. Insiders believe automated delivery technology will be ...

Thumbnail-Photo: World’s first convenience store retrofitted with AI technology...
14.08.2020   #video surveillance #video cameras

World’s first convenience store retrofitted with AI technology

Standard Cognition to provide Circle K with autonomous checkout

Standard (“Standard Cognition”) announced that Alimentation Couche-Tard, a company that operates close to 14,500 convenience stores worldwide, including under the global brand Circle K, has selected Standard to pilot touchless, ...

Thumbnail-Photo: RetailTech Lab opened a national test center in Denmark...
23.06.2020   #payment systems #marketing research

RetailTech Lab opened a national test center in Denmark

The store of the future has opened in Lyngby. One of the partners is the IT company Delfi Technologies.

On June 16, 2020, RetailTech Lab opened its doors to a national test center in the Danish mall “Lyngby Storcenter”. New technology for the retail industry will be tested in close interaction between entrepreneurs, retailers and ...

Thumbnail-Photo: Stress-free and safe in the pharmacy
14.07.2020   #security #brick and mortar retail

Stress-free and safe in the pharmacy

Contactless access control thanks to the Digital Butler by Apostore

The experiences of the last few months were decisive for the local pharmacy. Whereas in the past the focus was on creating shopping experiences, pharmacists are currently dealing with a completely changed and more sensitive purchasing ...

Thumbnail-Photo: Payment and retail - what happens after the crisis?...
09.07.2020   #brick and mortar retail #payment systems

Payment and retail - what happens after the crisis?

Interview with Christine Bauer from CCV

We ask Christine Bauer, Vice President International Sales of the payment service provider CCV, which has been firmly established in Germany for 25 years and internationally for 60 years.Mrs Bauer, CCV has been on the market for a very long time, ...

Supplier

SALTO Systems GmbH
SALTO Systems GmbH
Schwelmer Str. 245
42389 Wuppertal
Adasys GmbH – a Poindus Company
Adasys GmbH – a Poindus Company
Max-Planck-Straße 10
70806 Kornwestheim
APG Cash Drawer
APG Cash Drawer
4 The Drove
BN9 0LA Newhaven
CCV GmbH
CCV GmbH
Gewerbering 1
84072 Au i.d.Hallertau
Delfi Technologies GmbH
Delfi Technologies GmbH
Landgraben 75
24232 Schönkirchen
Apostore GmbH
Apostore GmbH
Uferstraße 10
45881 Gelsenkirchen
Poindus HQ - Taiwan
Poindus HQ - Taiwan
5F., No.59, Ln. 77, Xing-Ai Rd.,Neihu Dist.
Taipei City 114
POS TUNING Udo Voßhenrich GmbH & Co KG
POS TUNING Udo Voßhenrich GmbH & Co KG
Am Zubringer 8
32107 Bad Salzuflen
Reflexis Systems GmbH
Reflexis Systems GmbH
Kokkolastr. 5-7
40882 Ratingen