Self-checkout: autonomous, fast and modern payment

Innovative technology in stationary retail optimizes processes and has a positive impact on the shopping experience. One example of this is self-checkout tills (SCO tills). Although they are still used more frequently by younger customers, older people are also increasingly recognizing the benefits. This is particularly evident with regard to the integration of artificial intelligence in SCO checkouts, e.g. for age verification or personalized discounts, as the current Consumer Barometer by KPMG in Germany "Technologies in retail: the autonomous checkout process" in cooperation with the EHI shows.

"The shopping experience in stationary retail is directly dependent on payment processing. Customers appreciate the standard use of SCO checkouts as an accelerated and more autonomous option and have a more positive perception of the entire shopping process when these systems are used regularly - and this doesn't just apply to younger market participants," explains Dr. Tobias Röding, project manager at EHI, the results of the study.

The younger generation is more open to technological innovations as part of their everyday consumer lives. They take their use for granted, which is also evident with SCO checkouts. Around 22% of those aged 45 and under use the checkouts frequently. This is twice as high as in the 45 to 65 age group. SCO checkouts are most frequently used by 18 to 24-year-olds. 71% of these young customers use them very regularly or often.

Those who regularly use self-checkout systems seem to appreciate the benefits such as time savings, flexibility and independence and therefore tend to have a more positive shopping experience. For example, 82% of regular SCO users rate their shopping experience in stationary retail more positively overall than user groups who use SCO checkouts less frequently. Among male customers, 85% are very satisfied, while the figure is 84% for people under the age of 34. In comparison, customers aged 50 and over (76%) and female customers (73%) were somewhat more reserved in their assessment.

Almost two thirds (62%) of customers are pleased with the faster process at SCO checkouts compared to traditional checkouts, with a clear difference between the younger (66%) and older generation (56%). 58% of all customers also appreciate the independence when shopping. However, customers also see disadvantages: for 40%, the operation of SCO checkouts is too complex and 37% feel stressed.

The digital version of the Consumer Barometer is also available as a free subscription (in German):

 

Data basis

For this edition of the Consumer Barometer, the EHI conducted a short online survey of 1000 consumers in September 2024 on their opinions on the topic of "autonomous checkout processes" and analyzed this data for KPMG

 

Contact

Dr. Tobias Röding, EHI, Project Manager, Phone: +49 221 57993-362, Roeding@ehi.org

Ute Holtmann, EHI, Head of Public Relations, Phone: +49 221 57993-42, holtmann@ehi.org

Clemens Reisbeck, KPMG, Deputy Head of Corporate Communications, Tel. +49 89 9282 1722, creisbeck@kpmg.com

 

Published by

KPMG AG Wirtschaftsprüfungsgesellschaft, Barbarossapl. 1a, 50674 Cologne, Germany, https://kpmg.com/de/de/home.html

EHI Retail Institute e. V., Spichernstraße 55, 50672 Cologne, www.ehi.org, +49 221 57993-0

 

About the EHI

The EHI is a research, education and consulting institute for the retail sector and its partners with around 80 employees and an international network of 850 member companies from the retail, consumer and capital goods industries as well as the service sector. The EHI is also a shareholder of GS1 Germany and FoodPlus and a partner of Messe Düsseldorf at important trade fairs such as EuroShop. The President of the EHI is Markus Tkotz, head of Markant, and the Managing Director is Michael Gerling.

 

About KPMG

KPMG is an organization of independent member firms with more than 273,000 employees in 143 countries and territories. KPMG is also one of the leading auditing and advisory firms in Germany and has over 14,000 employees at 27 locations. Our services are divided into the Audit, Tax and Advisory divisions. Audit focuses on the auditing of consolidated and annual financial statements. Tax stands for KPMG's tax advisory activities. The Advisory division is divided into the areas of Consulting, Deal Advisory and Performance & Strategy and bundles our high level of expertise in business, regulatory and transaction-oriented topics.

Clemens Reisbeck

Deputy Head Corporate Communications
KPMG AG Wirtschaftsprüfungsgesellschaft

T +49 89 9282 1722
creisbeck@kpmg.com