77% of shoppers choose self-checkout for faster service, according to new NCR Voyix consumer survey ¹ By Investing.com

The 2025 Commerce Experience Report reveals consumer insights into technology and customer experience trends in the grocery, fuel and restaurant sectors

ATLANTA–(BUSINESS WIRE)–NCR VYX (NYSE: VYX), ​​a leading global provider of digital commerce solutions for the retail and restaurant industries, released key findings from its 2025 Commerce Experience Report. The survey explores Second Annual US Consumer Review How Grocery, Fuel and Dining Purchasing Behaviors Are Changing

Why do shoppers prefer self-checkout?

Shoppers choose self-checkout for various reasons, the most important of which is speed. Seventy-seven percent of shoppers prefer self-checkout because it is faster than paying with a staff. More than a third of shoppers (36%) prefer self-checkout because lines are shorter, while 43% prefer to pack their own items. 2

Looking at a generational snapshot, Gen Z and Millennial grocery shoppers are the biggest adopters of self-checkout. The majority (63%) of Gen Z shoppers (ages 18-29) prefer self-checkout, as do 45% of Millennial shoppers (ages 30-44)3.

Sixty percent of shoppers who don't self-check out frequently would be more inclined to do so if grocery stores made it easier to check out more than 15 items. 4

Grocers are using smart technology to combat shrinkage

Grocery stores are implementing more smart technology at checkout to combat shrinkage, and shoppers are taking notice. Consumers have encountered the following technologies at checkout recently:

• 42% Camera detects if you skipped scanning an item and asks you to try again
• 32% Scanners can recognize products
• 28% Age/identity verification technology
• 12% Smart Carts/Baskets “For example, a computer vision checkout system that doesn’t require you to scan a barcode, and uses cameras and weight sensors to detect products5

Savings and personalization drive loyalty

More than half of consumers (54%) expect the cost of their typical grocery purchases to rise in 2025. As such, many more (56% this year versus 46% last year) are making a concerted effort to shop where they can find the best deals and look for rewards /Loyalty programs to provide. 7

Seventy percent of survey respondents say they are members of a grocery store loyalty program, which outpaces fuel convenience (54%) and restaurants (51%)8.

Most Grocery Rewards members (75%) receive personalized offers on a daily to weekly basis. 9

Favorite play in comfort fuel

Convenience stores are raising the bar, and consumers are paying attention. Most consumers (53%) went out of their way to visit a particular gas station because they preferred its convenience store.10

Some consumers prefer food options available at select convenience stores (27%), while others prefer loyalty programs (37%) and easy payment methods (36%).11

Eat differently

Just like at the grocery store, inflation drives up restaurant prices, and consumers feel the effects. Most consumers (84%) choose limited-service restaurants to save extra money13.

In the past six months, 35% of consumers dined at a fast food restaurant more than five times. By comparison, in the past six months, 26% of consumers dined at a full-service restaurant more than five times.

Fifty-five percent of survey respondents have cut back on their delivery habits due to inflation – either ordering less overall (38%) or ordering from less expensive restaurants (17%). 16

Rising prices have also affected how consumers tip; 56% either tip less or tip only at full-service restaurants.17

When asked which technologies they would like to see more of in restaurants, self-service kiosks (39%), table-top ordering (37%), and digital payments (32%) were among the top three. 18

The future of customer experiences

As the future of customer experiences continues to evolve, consumers are looking for more smart technology, enhanced payment options, product customization, and convenience.

It's tried and true, but companies really win when they focus on customer experience, said David Wilkinson, CEO of NCR (NYSE:) Voyix. Our data shows that consumers want more technology available to simplify the checkout process, increase personalization, and reward loyalty. It also shows that when places like gas and limited-service restaurants provide high-quality products at affordable prices, it pays off. Businesses will continue to adapt to changing consumer expectations in the coming year and will rely more on new technology to be competitive.

For more details on NCR Voyix's 2025 Commerce Experience Report, visit the website.

About NCR Voyix's 2024 Commerce Experience Report

NCR Voyix conducted a blind survey of US consumers in November of 2024 to understand how food, grocery and fuel purchasing behaviors are changing. Online survey participants included a total of 1,044 US consumers. The margin of error for this poll is plus or minus +/-3%.

About NCR Voix

NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant ecosystems with SaaS-powered experiences and end-to-end platform-based services. NCR Voyix is ​​headquartered in Atlanta, Georgia, and has customers in more than 30 countries around the world.

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View source version on Businesswire.com: https://www.businesswire.com/news/home/20250110245669/en/

Kymberly.graham@ncrvoyix.com
media.relations@ncrvoyix.com

Source: NCR Voyix