NCR/Teradata has released results of research conducted for them on acceptance of self-serve checkout technology.
Canadians are pretty keen, with a quarter saying they are interested in this option. A familiar pattern emerges in what people expect to gain for this trade-off in taking on some of the work:
- having a choice in how they check out
- speed of checkout
- shorter lines
- control
- privacy
Those surveyed are also interested in having greater access to price-checking kiosks, kiosks for additional product information, and kiosks for pre-ordering deli items to be prepared while they shop elsewhere in the store.
Canadian study: http://www.ncr.com/media_information/2005/jul/pr073105.htm
US study: http://www.ncr.com/en/media_information/2004/oct/pr100704.htm
Copies of additional white-papers on this topic are available at: http://www.ncr.com/en/products/hardware/sa_selfchk.htm
It is worth noting that speed and convenience, not price, was what drove adoption of self-serve gas pumping. And the same thing for automated banking in all its forms.
Making this work as a retailer is still going to entail thinking through where customers will feel uncertainty or risk, as well as providing friendly education and inducements to trial.
Every time I look at these kiosks in Loblaws, I wonder what will happen when I can't find the right code for miniature artichokes. So I guess I'm part of the 25% who is interested, but hasn't yet taken the leap.
