Innovative tech in stationary retail optimizes processes and has a positive impact on the shopping experience for consumers in Germany, according to a new report.
One example of this is self-checkout tills (SCO tills). While they are still used more frequently by younger customers, the report shared by KPMG in Germany stated that older consumers are also “increasingly recognizing the benefits.”
This is particularly evident with regard to the integration of artificial intelligence in SCO checkouts, e.g. “for age verification or personalized discounts,” as the current Consumer Barometer by KPMG in Germany “Technologies in retail: the autonomous checkout process” in cooperation with the EHI reveals.
The research report released by KPMG added that younger generation is more open to “technological innovations” as part of their everyday “consumer lives.”
They take their use for granted, which is also “evident with SCO checkouts.”
Around 22% of those aged 45 and under “use the checkouts frequently.”
This is twice as high “as in the 45 to 65 age group. SCO checkouts are most frequently used by 18 to 24-year-olds. 71% of these young customers use them very regularly or often.”
The KPMG update further stated that those who “regularly use self-checkout systems seem to appreciate the benefits such as time savings, flexibility and independence and therefore tend to have a more positive shopping experience.”
For example, the KPMG update pointed out that “82% of regular SCO users rate their shopping experience in stationary retail more positively overall than user groups who use SCO checkouts less frequently.”
The report shared by KPMG pointed out that “among male customers, 85% are very satisfied, while the figure is 84% for people under the age of 34. In comparison, customers aged 50 and over (76%) and female customers (73%) were somewhat more reserved in their assessment.”
The research study shared by KPMG Germany futher revealed that nearly two thirds (62%) of customers are pleased with the “faster process at SCO checkouts compared to traditional checkouts, with a clear difference between the younger (66%) and older generation (56%). 58% of all customers also appreciate the independence when shopping.”
But the report also noted that customers also see “disadvantages: for 40%, the operation of SCO checkouts is too complex and 37% feel stressed.”
Research Methodology: About the Data and Research
For this edition of the Consumer Barometer, the EHI conducted “a short online survey of 1000 consumers in September 2024 on their opinions” on the topic of “autonomous checkout processes” and analyzed this data for KPMG
The EHI is a research, education and consulting institute for the retail sector and its partners with “around 80 employees and an international network of 850 member companies from the retail, consumer and capital goods industries as well as the service sector.”
The EHI is reportedly a shareholder of GS1 Germany and FoodPlus and a partner of Messe Düsseldorf at important trade fairs such as EuroShop.
The President of the EHI is Markus Tkotz, head of Markant, and the Managing Director is Michael Gerling.