New Survey Reveals 77% of Shoppers Prefer Self-Checkout for Faster Service, Says NCR Voyix

NCR Voyix Report Highlights Trends Shaping Retail and Restaurant Industries in 2025

NCR Voyix Corporation (NYSE: VYX), a global leader in digital commerce solutions for the retail and restaurant sectors, has unveiled its latest findings in the 2025 Commerce Experience Report. This annual U.S. consumer survey provides insights into evolving purchasing behaviors across grocery, fuel convenience, and dining.

Why Shoppers Prefer Self-Checkout

Self-checkout continues to gain popularity, driven by consumer demand for speed and convenience. According to the report, 77% of shoppers prefer self-checkout over staffed lanes, citing faster service as the primary reason. Additionally, 36% of respondents appreciate shorter lines, while 43% enjoy the control Shoppers of bagging their items themselves.

Generational trends show that younger consumers are leading the shift toward self-checkout. Among Gen Z shoppers (ages 18-29), 63% favor self-checkout, while 45% of Millennials (ages 30-44) also prefer the option. However, challenges remain, as 60% of those who avoid self-checkout indicated they would be more Shoppers likely to use it if stores simplified the process for purchases exceeding 15 items.

Technology Enhancing Retail Experiences

Grocery stores are adopting advanced technologies to address issues like shrinkage and improve the checkout process. Shoppers have reported encountering several innovations, including:

  • Cameras to detect missed scans (42%)
  • Produce-recognition scanners (32%)
  • Age and ID verification systems (28%)
  • Smart carts with computer vision (12%), which eliminate the need for scanning barcodes.

These advancements demonstrate a growing trend toward automation and smart technology to enhance efficiency and reduce losses in the retail space.

Savings and Personalization Driving Loyalty

With inflation increasing grocery prices, 54% of shoppers expect their spending to rise in 2025. In response, consumers are actively seeking savings through deals and loyalty programs. The report revealed that 70% of consumers are members of grocery store loyalty programs, surpassing membership rates for fuel convenience (54%) and restaurants (51%).

Personalization has become a significant factor in loyalty, as 75% of grocery rewards members receive customized offers at least weekly. This trend highlights the importance of tailoring experiences to meet individual customer needs.

Fuel Convenience Stores Gain Popularity

Fuel convenience stores are attracting customers by offering more than just gas. 53% of consumers reported going out of their way to visit specific stations because of the accompanying convenience store. Key factors influencing their decisions include:

  • Loyalty programs (37%)
  • Ease of payment options (36%)
  • Preferred food selections (27%)

This focus on enhanced offerings is reshaping consumer expectations in the fuel convenience sector.

Adapting to Rising Restaurant Prices

Inflation is also affecting dining habits, with higher prices driving consumers to adjust their spending. The report revealed that 84% of diners prefer limited-service restaurants as a cost-saving measure. Over the past six months, 35% of consumers dined at fast-casual restaurants more than five times, compared to 26% at full-service establishments.

Delivery habits have also changed, as 55% of respondents reduced their reliance on delivery services—either by ordering less frequently (38%) or choosing more affordable restaurants (17%). Furthermore, tipping behavior has shifted, with 56% of consumers tipping less or reserving tips for full-service restaurants only.

When asked about desired restaurant technologies, consumers highlighted their preference for:

  • Self-service kiosks (39%)
  • Tabletop ordering systems (37%)
  • Digital payment options (32%)

The Future of Customer Experiences

The report underscores the evolving landscape of customer expectations. Shoppers are increasingly drawn to businesses that offer personalized rewards, smarter technology, and greater convenience. These preferences extend across grocery, fuel convenience, and dining sectors.

David Wilkinson, CEO of NCR Voyix, emphasized the importance of these trends:
“It’s tried and true, but businesses really do win when they focus on customer experience. Our data shows consumers want more technology to simplify checkout, personalized loyalty rewards, and affordable yet quality products. Companies that adapt to these needs will thrive in the competitive landscape of 2025.”

About the 2025 Commerce Experience Report

The findings are based on a blind survey conducted by NCR Voyix in November 2024. The survey included 1,044 American consumers, with a margin of error of +/-3%. It explored purchase behaviors across grocery, fuel convenience, and dining.

About NCR Voyix

NCR Voyix Corporation is a leading global provider of digital commerce solutions for the retail and restaurant industries. Headquartered in Atlanta, Georgia, NCR Voyix transforms businesses with platform-driven SaaS and services. With customers in over 30 countries, the company remains at the forefront of digital innovation in commerce.

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