Contactless, Self-Checkout, and Click and Collect: What Do Consumers Say?

In the era of omnichannel, retailers are committed to providing personalized, convenient, and fast experiences. This is where automation takes center stage. From contactless payment to self-checkout and click and collect, businesses aim to optimize operational efficiency while ensuring a seamless customer experience. Although this study focuses on France, it offers a significant and relevant sample of trends in the retail sector, including:

1. General enthusiasm for automation:

French consumers show a keen interest in automation technologies, with 89% having used contactless payment, 88% having used self-checkout, and 66% having opted for click and collect and willing to repeat the experience.

2. Growth opportunities for cashierless supermarkets:

Although only 11% of respondents report having tried cashierless supermarkets, 51% of non-users are interested in this payment method, indicating considerable potential for development.

3. Challenges and opportunities of augmented reality:

While only 10% of respondents have tested augmented reality, its use remains marginal. However, there is a growing interest among consumers, underscoring the need for companies to explore its potential.

4. User experience with self-checkout:

Despite being widely adopted, self-checkouts are not without challenges. The users' main concerns include the need for staff assistance, item reading errors, and long queues. Nevertheless, the majority of users express their intention to use these systems in the future.

5. The importance of balancing technology and human interaction:

Respondents highlight the importance of finding a balance between automation and human interaction to ensure an optimal customer experience. They consider it acceptable to replace employees with automated systems in certain operations such as checkout, assistance in locating products in-store, and site cleaning.

According to Emilie Audubert, content analyst at Capterra, "Automation technologies play a crucial role in the customer experience. The adoption of contactless payment or click and collect reflects this trend, with these innovations meeting current consumer expectations for fluidity and convenience. However, it should be noted that this aspect should not overshadow the importance of human contact, which is appreciated or even deemed essential by consumers." We're excited to see what the future brings, and how technical stores are going to get while still leveraging the power of humans. Happy shopping!

To discover the full study, visit the Capterra.fr blog.

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