One in two uses self-checkout registers: Survey shows growing trust in self-service and scan-&-go systems

Scan & Go: Shopping via smartphone

Handelsverband Managing Director Rainer Will sees this as a trend that will continue to solidify. With a view to the age differences, he explained: „Je älter die Kunden, desto größer die Skepsis". The survey suggests that younger consumers use the new processes significantly more often than older target groups.

Industry observers attribute the growing spread to several factors. On the one hand, the systems shorten waiting times at heavily frequented locations, and on the other, they reduce staff requirements at the checkout. Retailers also report greater price transparency, since the final price appears directly on the screen or in the app.

At the same time, questions of acceptance remain. Representatives of the retail sector point out that older customers sometimes express concerns regarding ease of use, control, and data protection. The fear of incorrect charges at self-checkout registers is also cited in the industry as a brake on even broader use.

Acceptance remains age-dependent

The study was conducted by Reppublika Research, an institute specializing in market and opinion research. With around 1,000 respondents, the survey is considered representative of the Austrian population. The Handelsverband, which commissioned the results, sees this as confirmation of the chosen digitalization course in domestic retail.

In addition to classic self-checkout registers and scan-&-go solutions, retailers are testing other models. These include checkout areas with video surveillance for theft prevention as well as hybrid solutions in which staff can step in when problems arise. These offerings are intended to appeal above all to those customers who are less familiar with purely self-service systems.

Industry relies on hybrid models

Retail thus faces the task of linking investments in checkout technology with training and service offerings. Those who cannot cope with the new systems should not be excluded from shopping, according to the plan. The Handelsverband emphasizes that traditional staffed checkouts will remain part of the offering.

Overall, the survey paints a picture of a change that has long been underway. Self-service at the checkout is no longer a niche, but a firm part of the shopping experience in Austria. With regard to consumer behavior, it is evident that the willingness to use technology in the supermarket has grown continuously in recent years.