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FRANKLIN, Tenn. -- North American consumers are on pace to spend more than $475 billion at self-checkout lanes, ticketing kiosks, and other self-service machines in 2006, an increase from $324 billion last year, according to a new study.
The study, "2006 North American Self-Service Kiosks," by retail technology consulting firm IHL Consulting Services, also predicts that the revenue generated by self-service transactions should continue this pace of growth over the next few years.
"We expect to see expenditures made at self-service kiosks to rise by about 51 percent this year and 33 percent in 2007," said Greg Buzek, president of IHL. "Consumers have become much more savvy. Their time has also become more valuable and limited, and self-service is one way they can speed along their buying experience. Retailers and other businesses are finding that self-service kiosks can significantly increase customer loyalty as well as customer satisfaction."
Buzek estimated that demand for self-checkout systems should push the dollar value of transactions up to nearly $1.2 trillion by 2009.
The study examines the increasing use of five types of self-service kiosks where payment is accepted: self-checkout systems, ticketing kiosks, check-in kiosks, food ordering, and postal kiosks. The report covers self-service kiosks in the United States and Canada, detailing the number and type of kiosks shipped historically. It also provides forecasts for each type of kiosk, both in terms of units shipped and revenue transacted. In addition, the report highlights best practices and best-in-class machines for each class of kiosk.
"Kiosks are fundamentally changing the way consumers do business," Buzek said. "Among retailers, we are seeing anywhere from 15 percent to 40 percent of all purchases are made at self-checkout machines. Usage is even more impressive at airports, where some airlines estimate that [nearly] 80 percent of passengers are avoiding the traditional check-in process and instead using self-check-in machines."