Self-service retail solutions have been gaining popularity for years, and COVID-19 rapidly accelerated the widespread adoption of contactless technology. Now, consumers expect self-service options everywhere they shop — from checking out at the grocery store to placing an order at a furniture outlet.
According to the 2021 State of Self-Checkout Experiences report from Retail Today, 60 percent of the 1,000 respondents said they opt for a self-service kiosk rather than a cashier whenever possible. The demand for convenience and increased safety isn't likely to wane, so retailers must find ways to meet this demand, or risk losing customers to competing brands that do offer self-service.