77% of shoppers choose self-checkout for faster service, according to new NCR Voyix consumer survey ¹ By Investing.com

Commerce Experience Report 2025 Reveals Consumer Insights on Technology and Customer Experience Trends in the Food, Fuel and Restaurant Industry

ATLANTA–( BUSINESS WIRE )–NCR Voyix Corporation (NYSE: VYX ), a leading global provider of digital commerce solutions for the retail and restaurant industries, has released key findings from its 2025 Commerce Experience Report. The second annual survey of US consumers examines how grocery, fuel and restaurant shopping behaviors are changing.

Why customers prefer self-checkout

Customers choose self-payment for various reasons, the main one being speed. Seventy-seven percent of customers prefer self-checkout because it is faster than staffed checkouts. More than one-third of shoppers (36%) prefer self-checkouts because of shorter queues, while 43% prefer to bag their items. 2

Looking at the generational picture, Gen Z and Millennial grocery shoppers are the biggest supporters of self-checkout. The majority (63%) of Gen Z shoppers (aged 18-29) prefer self-checkout, as do 45% of millennial shoppers (aged 30-44)3.

Sixty percent of shoppers who don’t often go to a self-checkout would be more inclined to do so if grocery stores made it easier to check out with more than 15 items. 4

Grocers are using smart technology to combat shrinkage

Grocers are introducing smarter checkout technology to prevent shrinkage, and customers are taking notice. Consumers have recently encountered the following technologies at the checkout:

• 42% The camera detects if you have skipped scanning an item and prompts you to try again
• 32% Scanners that can recognize products
• 28% Age/ID verification technology
• 12% Smart carts/baskets ” e.g. a computerized checkout system that does not require barcode scanning, uses cameras and a weight sensor to detect products5

Savings and personalization drive loyalty

More than half of consumers (54%) expect the cost of their typical grocery shopping to increase in 2025. 6 As a result, many more (56% this year vs. 46% last year) are making a concerted effort to shop where they can find the best deals and search for rewards/programs loyalty for savings. 7

Seventy percent of survey respondents say they are members of grocery store loyalty programs, outpacing fuel convenience (54%) and restaurants (51%)8.

Most grocery rewards members (75%) receive personalized offers daily or weekly. 9

Playing Favorites at Fuel Convenience

Gas stations are raising the bar, and consumers are paying attention. The majority of consumers (53%) went out of their way to visit a particular gas station because they prefer its store.10

Some consumers prefer food options in certain stores (27%), others like loyalty programs (37%) and easy payment methods (36%).11

Dining differently

As in the grocery store, inflation increases prices in restaurants12, and consumers feel the consequences. Most consumers (84%) choose restaurants with limited service to further save money13.

In the past six months, 35% of consumers have dined at a fast-food restaurant more than five times.14 Comparatively, in the past six months, 26% of consumers have dined at a full-service restaurant more than five times15.

Fifty-five percent of respondents reduced their delivery habits due to inflation by “ordering less in general (38%) or ordering from cheaper restaurants (17%). 16

Higher prices also affected consumer tips; 56% either tip less or tip only in full-service restaurants.17

When asked what technologies they would like to see more of from restaurants, self-service kiosks (39%), table ordering (37%) and digital payments (32%) were in the top three. 18

The future of user experiences

As the future of customer experiences continues to evolve, consumers are looking for smarter technology, improved payment options, product personalization and convenience.

It’s tried and true, but companies really win when they focus on the customer experience, said David Wilkinson, chief executive officer of NCR (NYSE: ) Voyix. Our data shows that consumers want more technology to simplify checkout, greater personalization and rewards for loyalty. It also shows that it pays off when places like gas stations and limited-service restaurants offer quality products at affordable prices. Businesses will continue to adapt to changing consumer expectations in the coming year and rely even more on new technology to be competitive.

For more details on NCR Voyix’s 2025 Trade Experience Report, visit the website.

About NCR Voyix Trade Experience Report 2024

NCR Voyix commissioned a blind survey of US consumers in November 2024 to understand how food, grocery and fuel purchasing behavior is changing. Respondents to the online survey included a total of 1,044 US consumers. The margin of error for this poll is plus or minus +/-3%.

About NCR Voyix

NCR Voyix Corporation (NYSE: VYX ) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail store and restaurant systems through end-to-end SaaS experiences and platform-driven services. NCR Voyix is ​​headquartered in Atlanta, Georgia, with customers in more than 30 countries worldwide.

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See the original version on businesswire.com: https://www.businesswire.com/news/home/20250110245669/en/

Kymberly.graham@ncrvoyix.com
media.relations@ncrvoyix.com

Source: NCR Voyix Corporation