Self-service technology—including but not limited to self-checkout—is fast becoming a “must-have” rather than a “nice-to-have” for many grocery retailers. A well-implemented self-service solution speeds up the checkout process, reduces queues, increases loyalty, and improves overall consumer experience. A strategic approach to implementation leads to success on all fronts, in the short and long terms alike.
Simplifying the Self-Service Equation
Time is Ripe
Now is a great time for retailers to consider their readiness to adopt or enhance the self-service journey in their stores—as well as their strategies for doing so.
Shoppers who prefer self-checkout in general
Shoppers are changing their behavior, with a much higher adoption of self-service journeys
Shoppers who prefer self-checkout when they have fewer than 5 items in their basket
Shoppers who prefer self-checkout even when they have more than
10 items in their basket
Self-service and self-checkout are here to stay
of shoppers plan to continue using “safe” self-service options like self-checkout even when the pandemic is over
of shoppers anticipate using self-checkout more frequently a year from now than they currently do
Grocery shoppers experience many sources of frustration, including:
Waits at the checkout queue
Prolonged shopping trip, even for a few items
Difficulty finding desired items
Inability to get help from a store associate
…and consumers know it
of consumers who have been frustrated by long waits at the POS.
of frustrated consumers would avoid doing business with the retailer again, and shoppers who had a frustrating shopping experience with a retailer are three times more likely than satisfied shoppers to take their business elsewhere
Doing Self-Service Right
Grocery shoppers crave convenience and control in the way they shop and pay for their purchases.
Self-service technology can deliver on all fronts, but only when backed by a dedicated self-service strategy. Learn how to build a successful and rewarding self-service customer journey.
Flexibility and speed are needed to meet consumers’ expectations of a powerful, frictionless self-service journey.
Satisfy the need for flexibility and speed by considering only solutions that easily integrate with each other, enable shorter time to market, and support a smooth evolution to a self-service model.
Self-service journeys should be right-sized and optimized for each shopping environment, with the ability for retailers to easily incorporate new capabilities to meet their changing needs as well as the changing needs of customers.
Reliably engineered, properly integrated technology that operates flawlessly is a prerequisite for frictionless self-service journeys. Self-service journeys must always be “on” — because customers will discover problems first and become easily frustrated by them.
Real-time monitoring and remote, round-the-clock incident resolution make those journeys happen while enhancing staff efficiencies.
Providing a far better self-service experience and reducing the number of interventions that occur in self-service flows necessitates remaining open to further innovation. Following an open, modular, available approach based on open APIs lets supermarkets gradually introduce advanced self-service technologies and digital add-ons in a scalable, low-cost way. This yields maximum flexibility to adapt to new market trends and deliver best-in class shopper journeys and it all happens in a controlled process, at supermarkets’ own pace.
Advisory services allow retailers to obtain expert assistance in choosing, rolling out, maintaining, and expanding their self-service footprint.
TAPPING INTO ADVISORY SERVICES
Built on a single platform, Diebold Nixdorf’s DN Series EASY retail self-service solutions support a strategic approach to self-service implementation and enhancement, offering:
A high degree of modularity, more openness than ever before, and the promise of maximum uptime and reliability.
The option to go beyond self-checkout — for example, enabling shoppers to access the information or assistance they need without employee intervention.
See how EASY your retail experience can be, with a complimentary Store Advisory Consultation for qualified applicants.
1 Nielsen International Grocery Shopper and Technology Survey, commissioned by Diebold Nixdorf
2 McKinsey COVID-19 Consumer Pulse survey
3 Verizon Look Forward/Morning Consult survey
4 Nielsen International Grocery Shopper and Technology Survey, commissioned by Diebold Nixdorf
5 Nielsen International Grocery Shopper and Technology Survey, commissioned by Diebold Nixdorf
Less shopping friction enabled by self-service technology=
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Diebold Nixdorf also makes it easy for retailers to bring self-service to their business and improve self-service for their customers through an extensive range of store advisory services.
Implementing self-service technology to minimize these frustrations makes good business sense
More satisfied customers
Enhanced staff and checkout efficiencies
So it’s no surprise to see self-service concepts quickly gaining ground in stores across retail verticals.
Self-service Solutions should be open to integrate new technology, be modular and flexible to adapt to each environment, and always-on and available.