Customer Experience News & Trends

Adding self-serve options? It might not be a good idea

If you think customers crave self-serve options, this brand new research might change your mind.

Self-serve checkout lines at supermarkets account for only 16% of transactions these days, a Food Marketing Institute survey found. That’s down from an all-time high of 22% in 2007.

Now, many grocery store chains are eliminating self checkout or scratching plans to add those kinds of checkout options in favor of scheduling more cashiers to help customers personally.

This study impacts almost all industries offering personal and self-serve help. It comes down to this: Customers will use self-serve options for the most basic transactions. Anything more complicated than ordering one item or checking prices, and most customers want help from an employee.

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