The age of self-service has officially arrived. More than ever, customers in today’s digital landscape prefer to manage their transactions independently, without the support of service reps. While the demand for self-service has been growing for several years, the pandemic has accelerated the need for self-checkout experiences to ensure social distancing.
According to a Grand View Research report, the market for self-checkout systems was valued at $2.8 billion in 2019. Between the years of 2020 and 2027, this marketplace is expected to rise in value at a CAGR of 13.3%, gradually making self-checkout more crucial to retailers worldwide.
Self Checkout Statistics
The following self-checkout statistics offer an insight into where the world of self-service is headed, particularly regarding checkout experiences.
1. 58% of customers have used self-checkout tools
A study conducted by IBM in collaboration with the National Retail Federation has shown “hybrid shopping” strategies, which mix digital and physical channels for consumerism, is on the rise. Shopping habits adapted during the pandemic, including self-checkout are now becoming routine.
According to the study, effective hybrid shopping experiences depends on easy access to and comfort with digital tools. When asked about the tools they have used and plan on continuing to use for shopping, self-checkout was the most popular service, cited by 58%. The self-checkout experience was followed by restaurant delivery (56%), and order online, pick up at store (50%).
2. Almost half of all users access self-checkout exclusively
In a Raydiant study on the state of self-checkout experiences, the researcher found almost half of the shopping population will use self-checkout almost exclusively when it’s available. When asked how often they would use a self-checkout kiosk, around 48.7% of respondents said, “basically all the time”.
The survey also revealed around 30.6% of respondents say they use self-service checkout kiosks some of the time and would usually change their checkout habits based on the nature of the items they were purchasing, and the length of the cashier line.
During the study, only 3% of respondents said they don’t use a self-checkout ever, and they don’t want to.
3. 80% of shoppers prefer a non-traditional checkout
(PYMNTS and Toshiba)
According to a self-service shopping journey survey by Toshiba and PYMNTS in 2021, around 80% of shoppers say they’re interested in a non-traditional checkout experience. Among those customers, 66% said self-checkout experiences were the ones they were most interested in.
The speed of self-service checkouts was one of the top reasons for choosing this transaction method, according to 67% of shoppers. Additionally, customers said the reason they were most likely to choose a self-checkout experience over a customer service representative was to avoid waiting in line.
The survey notes while self-service checkout experiences are becoming more common, it could be even more significant if more customers were given the option. 41% of customers who didn’t use non-traditional checkouts said they weren’t given the option.
4. 85% of customers think self-checkout is faster than waiting in line
A report on the state of self-checkout experiences conducted by Raydiant in 2021 found 85% of customers believe using self-checkout solutions is faster than waiting in line. The report also found a significant increase in the number of companies delivering self-checkout to customers.
Around 36% of companies saw a major increase in self-checkout usage during 2021, and 34% said they expect to see a significant increase in the years ahead. Interestingly, the report also revealed customers are looking for new ways to pay when using the self-checkout system. 65% would use self-checkout more option if mobile payments were an option.
5. 47% of customers think self-checkout improves the shopping experience
Retail intelligence provider PSFK conducted research into the potential of improving CX experiences with frictionless retail automation in 2022. As part of the study, the team asked respondents if they consider in-store experiences today to be innovative and fresh. 71% of customers weren’t impressed with the innovations implemented by retailers today.
When asked about the technologies which might improve the retail experience, shoppers chose self-checkout as the most valuable tool (47%), followed by interactive kiosks (28%) and lockers (31%).
The survey also found 30% of survey respondents believe in-store technology helps them spend less time shopping, and 25% believe technology ensures they enjoy their shopping experience.
6. 90% of shoppers want self-checkout technology to be more intelligent
(Shekel Brainweigh Ltd)
According to Shekel Brainweigh Ltd, around two-thirds of consumers now frequently use self-checkout machines as part of the shopping experience. However, 75% say they have difficulties with the technology. Around 90% of consumers said they would like self-checkout machines to be more intelligent, capable of automatically identifying items.
The findings of the survey, conducted on SurveyMonkey, revealed around 80% of customers needed assistance at least once during the self-checkout experience. Additionally, 60% said they were more likely to use self-checkout technology improvements were made to the system.
7. 34.1% of customers expect to increase their use of self-checkout
The Raydiant study of self-checkout experiences in 2021 found a significant increase in the number of people using self-checkout solutions during the pandemic. However, the company notes the change in behavior isn’t simply a fad, with 34.1% of customers saying they expect a major increase in how often they use the technology in the next year.,
Around 18.7% of respondents said they expect a “minor” increase in their use of self-service checkouts. Many customers said they were concerned about the spread of germs in the retail environment, which would be why they would use self-checkout more often in the future.
8. The self-checkout industry will be worth $6.5 billion by 2027
In a report evaluating the growth of the self-checkout system market, GM Insights revealed the market exceeded the value of $3.5 billion by 2020, thanks to the impact of the pandemic. By 2027, the value is expected to almost double, to $6.5 billion.
GM Insights also found several complementary technologies and changes were helping to support the expansion of the market. For instance. 94% of all transactions in Poland were made using contactless cards in 2020. The expanding e-payments markets is also reducing the need for sales personnel at counters to allow for financial transactions.
9. 87% of shoppers preferred self-checkout during the pandemic
According to advanced weighing technology innovator, Shekel, around two-thirds of all consumers changed their grocery shopping habits during 2020, thanks to the COVID-19 pandemic. Around 87% of all customers said they preferred to shop in stores using self-checkout and touchless options.
The survey also found more than 70% of shoppers in the US were using touchless, self-checkout options, or shopping at frictionless micro-markets for essentials. Around 75% of customers said they use self-checkout to pay for groceries regularly.
10. 67% of consumers have had a self-checkout system fail
A study into the “State of Self-Checkout Experiences” from Raydiant found demand for self-checkout solutions is definitely growing. Around 60% of the 1000 US respondents surveyed said they prefer self-checkouts over interacting with store associates when given an option. 48.7% of respondents said they use self-checkout kiosks all the time.
Unfortunately, poor self-checkout experiences are diminishing the experience for customers. Around 25.1% of customers said they avoid self-checkout kiosks if they know the technology can malfunction. In total, 67% of participants said they have had a self-checkout kiosk fail when they were using it.
11. 73% of respondents say they’re in favor of self-checkout options
Interest in self-checkout solutions has been increasing for a number of years now. In 2019, SOTI found that around 73% of respondents were already in favor of self-checkout options before the pandemic began.
According to SOTI, the reason behind the rising demand for self-checkout experiences before the pandemic was the need for more convenience when shopping. Consumers felt they could have a more seamless experience with the checkout if they were able to avoid interacting with human assistants. Around 76% of respondents believed using mobile technology would accelerate the checkout experience.
12. 40% of shoppers still prefer interacting with humans
In a study into vending automation strategies and retail technology, PSFK found consumers want more technology in the store environment to help with their checkout experience. However, the report also found that consumers still want the option to access human assistance when necessary.
When asked whether they prefer engaging with store technology or store assistants, 40% of US shoppers said they prefer to connect with other human beings. Only around 16% of consumers said they preferred technology to associates. 32% of respondents in the survey said they were happy to use either option.
13. 71% of customers would like an app to purchase products during self-checkout
Studies by eMarketer revealed consumers are becoming increasingly impatient with the checkout experience in store. Around 7 in 10 customers said they would like to use a scan-and-go app to purchase products, and 61% were interested in the rise of unmanned stores.
71% of customers said they would like to use an app to purchase products at self-checkout, to help reduce the amount of interactions they would have with in-store employees and technology. Notably, eMarketer also says around 83% of internet users say a good checkout experience is the most important part of a good shopping experience.
14. 30.9% of people are worried about the cleanliness of self-checkout stations
In a study on the ability of checkout technology to improve the customer experience, Raydiant found the most common reason to avoid self-checkout was unreliable technology. However, 30.9% of customers also said they were extremely worried about the cleanliness of touchscreens. Another 36.4% of respondents felt somewhat concerned about cleanliness.
Raydiant believes concerns about cleanliness will need to more contactless checkout options in future. Around 33.7% of respondents said they would definitely use self-checkout options more often if they could scan items with their phone.
15. Parents with children are the biggest customers for self service
(PYMNTS and Toshiba)
A report on the benefits of self-checkout experiences for modern customers found a large number of consumers see convenience in using self-service options in retail environments. Customers with children where the demographic most interested in using a non-traditional checkout method (20%), followed by Gen Z shoppers (15%).
When asked how the self-service checkout experience might be improved for the modern age, around 49% of customers said they would like the opportunity to check the price of an item before purchasing it. Around 39% of customers said they would like an app to help them find items in store, and another 39% said they wanted access to discounts and coupons when shopping.
16. Self-checkout machine shipments spiked 25% in 2020
(Wall Street Journal)
A report published by the Wall Street Journal during the 2020 pandemic found self-checkout machine shipments increased drastically (25%) during the pandemic. Global shipments of self-checkout solutions skyrocketed as retailers looked for more convenient ways to manage social distancing in stores. However, the report also found many retailers and consumers were experiencing issues with the technology.
67% of consumers and retailers said they were experiencing some failures with the technology during 2020. Despite this, the number of people willing to use self-checkout increased from 30% to 45% within the first 18 months of the pandemic.
17. 49.4% of customers are more likely to visit a store with self-checkout
The latest Raydiant study on the self-checkout market for 2021 found that around 59.8% of respondents would prefer to use a self-checkout service when completing a transaction in store, compared to 34.5% of respondents who would prefer a human assistant.
The study also revealed that 49.4% of respondents would be more likely to visit a store with a self-checkout option over one that did not offer this service. This indicates half of all customers would actively avoid visiting a store without access to self-checkout functionality.
18. The US represents the biggest market for self-checkout
According to Business Wire reports, the self-checkout systems market of the United States is currently estimated to be worth around $1.4 billion, as of 2021. The country accounts for a massive 41.38% market share within the self-checkout system global market.
The world’s second-largest economy, China, is expected to reach a market value of around $814.8 million in the self-checkout environment by the year 2026, Among the other noteworthy geographic markets for self-checkout include Canada, forecast to grow at 11.5% up to 2026, and Japan, forecast to grow at 9.3% CAGR in the same period.
So now that you’ve read these self checkout statistics, it’s time to wrap things up.
Self-checkout is a growing trend that has many benefits.
It allows customers to be more independent and take control of their own shopping experience. It also helps retailers reduce labor costs and improve customer satisfaction.
However, there are downsides to self-checkout as well. The most notable one being security issues due to fraudulent activities from both employees and customers alike.
Overall though, the pros outweigh the cons when it comes down to whether or not this technology is worth investing in for your business model
As we’ve seen, self-checkout has both pros and cons, but for the most part, it’s here to stay. It’s up to businesses to find the right balance between self-checkouts and cashiers so that they can continue to evolve, offer more convenience and efficiency to their customers, and meet or exceed their customers’ expectations.
Thanks for reading! We hope you’ve enjoyed this collection of self-checkout statistics, and that you’ve learned something new. If you enjoyed this blog post, don’t forget to share it with your friends on social media—they’ll love it, too.
And if you’ve got any questions or comments, we’d love to hear from you!