Self-Service Shopping Grows in Popularity

Sixty-one percent of global consumers are willing to shop in an omni-channel, self-service, completely automated store.

June 07, 2013

SAN JOSE, Calif.  – The majority (61%) of global consumers are open to shopping at a fully automated self-service store with vending machines and kiosk stations offering a virtual customer service, according to the Cisco Customer Experience Report. Additionally, when checking out, the majority of consumers globally (52%) prefer self-check-out stations in order to avoid waiting in line to make purchases. 

The report also found that younger consumers were the most accepting of this shopping experience: 57% of Generation Y (between the ages of 18 and 29) and 55% of Generation X shoppers (between the ages of 30 and 49) prefer self-check-out, while baby boomers (age 50 and older) represent only 45%.

“The data in the Cisco Customer Experience Report shows a growing consumer desire for an omni-channel shopping experience, where the speed and personalization they receive online is delivered in an increasing self-service manner in the store,” said Jon Stine with the Cisco Internet Business Solutions Group.

Overall, the report demonstrates consumer interest in more automated and personalized shopping experiences, the type of connections made possible by what Cisco describes as the Internet of Everything (IoE). The Internet of Everything brings together people, process, data and things to make networked connections more relevant and valuable than ever before.

One-third (34%) of global consumers use multiple channels when shopping. The majority of consumers globally (52%) prefer self-check-out stations in order to avoid waiting in line to make a purchase.

Other findings include that half of consumers use mobile phones when shopping, yet only 27 percent of consumers use retail mobile applications. More than a quarter (27%) of customers use retail applications to check prices, find sales/discounts/coupons, scan barcodes and read product reviews.

Consumers are willing to trust retailers with personal information in exchange for more personal customer service. More than half (54%) of consumers globally said they are OK with retailers storing their purchase history in exchange for more personalized service.

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