The latest edition of the KPMG Consumer Barometer sheds light on the possibilities and acceptance of technological solutions in bricks-and-mortar retail, in particular autonomous checkout systems such as self-checkouts. These technologies not only optimise back-end processes, but can also improve the customer's shopping experience.
Technologies in retail: the autonomous checkout process
Autonomous checkout systems, such as self-checkouts, are increasingly becoming an integral part of modern retail. They enable cost savings and can increase efficiency by speeding up processes and reducing waiting times.
Stephan Fetsch
Partner, Deal Advisory, EMA und German Head of Retail & Consumer Goods
KPMG AG Wirtschaftsprüfungsgesellschaft
Obstacles and barriers
The study analyses the barriers that make it difficult to use self-checkout tills, as well as the advantages and disadvantages of AI and camera systems on the sales floor. The results provide retailers and manufacturers with valuable information on the integration and further development of these systems.
Insight into the results:
- 82 per cent of regular users rate their shopping experience positively.
- 71 per cent of consumers up to the age of 24 often use self-checkout tills.
- 67 per cent would like support from a human during the checkout process.
- 58 per cent prefer a stronger technological presence in the checkout area.
- 57 per cent continue to favour traditional checkout lanes.
- 40 per cent are in favour of greater integration of AI.
Use of self-checkout tills
The use of self-checkouts varies greatly between age groups. Younger generations are more open to technological innovations and use them more frequently. However, there is no real difference in the number of users between men and women, who use self-checkouts frequently to very regularly.
Assessment of the shopping experience
Regular users of self-checkout tills rate their shopping experience in bricks-and-mortar retail more positively than those who choose this option less frequently. The survey shows a correlation between the frequency of use and the positive assessment of the shopping experience.
Prioritising usage
The most important criteria when using self-checkout systems are hygiene, speed and data security. However, these priorities vary between different user groups.
About the Consumer Barometer
KPMG's Consumer Barometer analyses current developments, trends and drivers in the retail and consumer goods market three times a year. For this issue, the EHI Retail Institute Cologne conducted a short online survey of 500 representative consumers on their opinions on the topic of retail property and analysed this data for KPMG.
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