Has America Become a Self-Serve Nation?
When consumers tell store associates they don’t need any help, they mean it. According to new research by Cisco, consumers prefer doing it themselves when it comes to buying at retail.
According to the global survey of consumers, 52 percent prefer self-checkouts to those with cashiers, viewing it as a quicker way to pay for their purchases and go. Here in the U.S., 43 percent of consumers prefer self-checkouts.
Younger consumers were more inclined to self-checkout than their elders. Fifty-seven percent of consumers 18-29 prefer self-checkout, compared to 55 percent of those between 30 and 49 and 45 percent of people 50+.
Sixty-one percent are "open to shopping" in fully automated stores that dispense products through vending units and provide kiosks to deliver virtual customer service. Forty-two percent of respondents said they’d prefer these types of stores versus traditional retail outlets.
A RetailWire poll in March found that 71 percent thought retail would shift "somewhat" or "much more" toward self-service models.
Consumers are also open to automating repeat purchases. Forty-nine percent said they would be up to using an engine to restock products such as milk in their refrigerators.
- Self-Service Shopping Grows in Popularity, According to Cisco Study – Cisco
- Retail Customer Experience: The Shifting Self-Service Paradigm – RetailWire
Do you believe that a significant percentage of Americans are ready to shop in fully automated retail environments? What is behind this trend and is fully self-serve an operating model that you expect retailers to pursue in the years ahead?