More than half of Gen Z and Millennial Grocery Shoppers Prefer Self-Checkout, According to New Consumer Survey from NCR Voyix

NCR Voyix Corporation (NYSE: VYX), a leading global provider of digital commerce solutions for the retail, restaurant and banking industries, has released key findings from its first Digital Commerce Index. The U.S. consumer survey explores how dining, grocery and fuel convenience purchase behaviors are changing.

Self-Checkout is Making Strides with Consumers

Self-checkout continues to gain traction, with 43% percent of consumers expressing a preference for it over traditional checkout. The narrowing preference gap is reflected in the projected growth of self-checkout installations. RBR Data Services’ Global EPOS and Self-Checkout 2023 study forecasts 450,000 self-checkout installations in the U.S. in 2028, up from 280,000 in 2022.

A generational snapshot of responses from the Digital Commerce Index indicates that 53% of younger shoppers (ages 18 to 44) prefer self-checkout. Of those consumers who prefer self-checkout, speed, shorter lines and privacy are most important.

Shoppers aged 45 to 60+ prefer traditional checkout, but the top reason behind their choice is that they often have many products at check out and may find a regular lane less time-consuming.

“Self-checkout is evolving to offer a quicker and more user-friendly experience,” said David Wilkinson, chief executive officer of NCR Voyix. “The reality is shoppers want more control over their checkout experience and self-checkout delivers that flexibility. For retailers, self-checkout enhances operational efficiency in a time when many are struggling to retain staff and are combatting unprecedented levels of shrink.”

In Store Sweeps Online Grocery Shopping

While online grocery shopping may be more convenient for those who don’t have time to shop in person, two-thirds of survey respondents prefer to shop for groceries in store. Challenges like out-of-stock items (62%), incorrect deliveries (52%) or unfulfilled orders (38%) contribute to poor online ordering experiences. Nearly two in five survey respondents (37%) said they abandoned an online order due to high service fees.

Some consumers also prefer to hand-select specific items like produce (59%) or meat (51%) themselves.

Inflation and Technology Power More Comparison Shopping

With inflation driving higher grocery prices, 74% of consumers surveyed have changed how they shop for groceries. Most are looking for less expensive items (56%), buying less overall (49%) or making a more deliberate decision to shop where they find the best deals (46%).