Going Solo: Self-Service Catches on Across Retail and Banking

According to research from NCR Voyix, adoption of self-checkout technology is on the rise. For example, 43% of consumers now prefer to use self-checkout at the grocery store over traditional methods. Overall, 87% of shoppers across several countries have used self-checkout and would use it again .

Additionally, 74% of consumers approve of automating checkout, and 55% of retail shoppers rarely or never seek interactions with retail employees. 74% of consumers approve of automating checkout . 60% of consumers ages 45 to 60 prefer traditional checkout .



More than half — 53% — of consumers ages 18 to 44 prefer self-checkout. Conversely, the majority of older shoppers prefer traditional, staffed checkout. In addition, for consumers in younger generations, the availability of self-checkout can even influence their choice of merchant.

Most Generation Z consumers (52%) say they would likely switch retailers for next-generation self-service options such as checkout-free stores . Similarly, 49% report they would likely spend more at a retailer that offered automated checkout. Another 52% say connected stores would boost their loyalty to retailers.

Consumers are satisfied with the service they get from remote tellers. Nearly seven in 10 consumers agree that working with remote tellers via video at interactive teller machines (ITMs) “feels just like” face-to-face service. In addition, 81% of those who have done so say remote tellers are knowledgeable and speedy.

Moreover, 36% said the experience was actually better than working with a teller in person. Nine-tenths of consumers who have used video banking say they would do so again. 23% of Gen Z consumers say they choose FIs based on self-service banking convenience .

About Candescent is the largest independent digital banking platform in the United States. With a comprehensive, digital-first product suite, Candescent drives success for its financial institution clients by delivering a seamless experience that elevates and connects digital and physical banking channels. Candescent currently serves more than 1,300 banks and credit unions representing nearly 30 million registered users.

For more information, visit candescent.com . PYMNTS Intelligence is a leading global data and analytics platform that uses proprietary data and methods to provide actionable insights on what’s now and what’s next in payments, commerce and the digital economy.

Its team of data scientists include leading economists, econometricians, survey experts, financial analysts and marketing scientists with deep experience in the application of data to the issues that define the future of the digital transformation of the global economy. This multilingual team has conducted original data collection and analysis in more than three dozen global markets for some of the world’s leading publicly traded and privately held firms. The PYMNTS Intelligence team that produced this Tracker: Managing Director: Aitor Ortiz Writer: Carson Olshansky Senior Content Editor: Alexandra Redmond Content Editor: Joe Ehrbar Analyst: Mariano Soler We are interested in your feedback on this report.

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