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SCHAUMBURG, Ill. - Sixty-one percent of U.S. households surveyed by ACNielsen said they have used self-checkout lanes, with 32 percent of those agreeing that "they are great." However, about half of those who have used them said "they are OK," and 16 percent called them "frustrating." The research comes from a new ACNielsen Homescan consumer panel survey of 61,500 nationally representative U.S. households.
"Self-checkout is still a relatively new phenomenon, so it's good news for retailers that so many households have tried the new lanes. However, retailers who want to grow consumer acceptance, satisfaction, and continued use of the do-it-yourself checkout lanes need to offer shoppers more help in getting comfortable with the process," said Todd Hale, s.v.p., ACNielsen Consumer Insights.
Usage of self-checkout lanes is greatest among larger, higher-income, younger, and more educated households, according to ACNielsen.
As for the future, 70 percent of those who have tried self-checkout lanes plan to use them again. Just 25 percent of those who have never tried the lanes plan to do so in the future.