Self-Checkout Is Alive And Well
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Self-Checkout Is Alive And Well

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Self-checkout devices are growing in number by more than 10% each year, according to Greg Buzek in a recent blog. So, contrary to some rumors circulating through the media, self-checkout is not dead ...

Self-checkout devices are growing in number by more than 10% each year, according to Greg Buzek in a recent blog. So, contrary to some rumors circulating through the media, self-checkout is not dead or dying.

In a recent consumer study, NPD Group has confirmed that consumers are increasingly interested in self-checkout technology. The study showed that when grocers implement self-service, approximately 35% of transactions are completed using the technology. Additionally, nearly 50% of U.S. consumers want stores to offer self-checkout.


But to offer a successful self-checkout solution, retailers must consider a number of factors and determine the best implementation strategy. During this upcoming webinar, attendees will learn about the top 5 strategies that will ensure successful self-checkout in grocery stores. Real-world case studies will shed light on key self-checkout tactics.

Attendees also will learn more about the recent research completed by NPD, as well as an in-depth look at IHL’s “2011 Self-Checkout Kiosk Study,” presented by Greg Buzek.

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Self-Checkout Is Alive And Well Self-Checkout Is Alive And Well Presentation Transcript

  • #LiveWebinar November 15, 2011 Self Checkout Is Alive And Well #LiveWebinar
  • Welcome to the WebinarYour GoToWebinar Attendee Viewer is made of 2 parts: 1. Viewer Window 2. Control Panel Type your question here #LiveWebinar
  • Follow this Webinar on Twitter #LiveWebinar hashtag. #LiveWebinar
  • About Retail TouchPoints  Launched in 2007  Over 20,000 subscribers  To provide executives with relevant, insightful content across a variety of digital mediumFree subscription to our weekly newsletter:www.retailtouchpoints.com/signup #LiveWebinar
  • PanelistsCarrie Smola Mike Inderrieden Human Factors Self-Service Dir. Greg BuzekSolution Marketing Director NCR Corporation PresidentNCR Corporation IHL Group Moderator Debbie Hauss Editor-in-Chief Retail TouchPoints #LiveWebinar
  • Self-Checkout On The Rise 61% of retailers plan to increase their investment in store operations in 2011.Those dollars are likely to go to new technologies and process improvements, including self-checkout and other in-store technologies. - NRF 2011 Retail Horizons report #LiveWebinar
  • Self-Checkout Enhances The Customer Experience Close to half (48%) of retailers will have installed or plan to install self-checkout - RSR Research, 2011In a recent survey of 16,000 consumers, Self-Checkout ranked as the number-one most valuable supermarket technology that benefits the customer experience. 65% of U.S. consumers consider self-checkout important. - Empathica, 2011 #LiveWebinar
  • Supermarkets Sell Self-Checkout As consumers become more used to self-checkout in supermarkets, they appreciate it more in other retail environments…When new technology emerges, it takes time for the providers tobecome adept at using it successfully. This has been true for self- checkout technology…Some supermarkets removed self-checkout due to some glitches, but the general trend among supermarkets has been to expand self-checkout. – Elliot Maras, editor at vendingmarketwatch.com #LiveWebinar
  • Self-Checkout Benefits Both Retailers and Shoppers Self-checkout systems benefit retailers by providing cost efficiencies from reduced staff requirements, and indirectlyreduced personal training costs and other variable costs which proportionate to the number of staff employed. Shoppers benefit from the reduced checkout time, better service, perceived privacy and anonymity. - International Journal of Research in Marketing #LiveWebinar
  • Advancements in Self-Checkout SCO systems are now re-engineered or specifically manufactured for SCO offering improvements in functionality, form factor, costs and reliability.SCO is a proven solution for increasing positive customer service metrics by reducing queues at checkout, trimming labor costsand delivering a strong ROI that pays for the technology in 12-18 months. - Kioskmarketplace.com #LiveWebinar
  • Improvements Driving theAdoption of Self-Checkout1.  Better hardware and software designs2.  Improved system reliability3.  Cashier interventions4.  Easier to train and use5.  Integration to POS6.  Coin and note recycling7.  Express credit and ID verification8.  Computer visioning solutions9.  Mobile technology integration10. Advanced monitoring and diagnostics- Kioskmarketplace.com #LiveWebinar
  • GREG BUZEKPRESIDENTGREG@IHLSERVICES.COMWWW.TWITTER.COM/GREGBUZEK
  • "   Rapid Project RFP Toolkits (with C-Core) "  POS, WFM, ERP, HW Maintenance, Fresh Item Mgt."   Research and Advisory Services "  POS, POS Printers, Self-Checkout, Supply Chain Software, Kiosk, WFM, Price Optimization, etc. "  POS by Vendor Share"   Sophia - Technology Data Service"   WorldView IT Sizing Models "  IT sizing for hundreds of Retail/Hospitality Technologies "  SMB Sizing – retail outlets, cashpoints"   Custom Analysis
  • Haves and Have Nots"   It’s not a 99% verses 1%, but 19% verses 81%"   It’s really a battle between the haves and the have nots…. "  And that is those who have a job and preserved their income…and those who are underemployed or worse. "  Those who have preserved incomes, spending, taking advantage of better terms. "  Credit is back
  • Retail Sales Drivers"   Oil prices will spike 15-25% in the first quarter of 2012. "  Long term trend is still up. "  But election year so we will see what happens with oil reserves. "  First groups to feel the pain from oil will be restaurants/ hospitality, then clothing stores. "  Will see further move to private brands and discounters."   Those with jobs are less afraid of losing them"   But before then, Christmas supposed to be up 2-6%
  • Current State of the Store"   Economy creating sea change in the industry "  Store vacancies/Pop-up stores/Leases renegotiated"   Overstocks remain a huge problem. $65 Billion N/A "  Most of labor focused on merchandise is focused on markdowns. "  True cost is cost+labor+signage+transport"   WW – Inventory Distortion $775B"   Key Technologies & Concepts Affecting Market "  Server Virtualization – Some move to POS Virtualization "  HaaS POS "  Store Associate Level Mobile "  Self Service (various forms)
  • Self-Checkout Trends"   Mainstream press looking for someone to blame."   A couple of announcements got tremendous exposure "  StoreFront Backtalk – MSNBC – Drudge Report "  Feeding frenzy…."   Reality "  Installed base of Self-Checkout units continues to grow double digits as new retailers put in the machines. "  Shipments up 6% in 2011. "  New form factors such as mini-size units open up prepared food areas and these other segments. "  New segments such as Convenience Stores/Drug Stores continue to deploy.
  • Self-Checkout Customer Opinions Source: IHL Group Self-Checkout Study
  • But Self-Checkout Not For Everyone"   Albertsons LLC looking for a way to compete with Wal- Mart, Safeway, and Kroger "  All three giants focused on EDLP "  Spin, spin, spin."   Doesn’t work everywhere. "  4 lanes store should do $300k plus in weekly turnover "  Works best in professional areas or transient areas "  Works well in bi-lingual areas, but not so well in retirement communities. "  Traditionally, where it was not liked the most was liberal college areas. - But is used heavily
  • Some Issues Affecting Self-Checkout"   It’s not the economy, it’s the interventions "  Age/Qty restricted merchandise biggest complaints"   Store policy, signage can make a HUGE difference in satisfaction level of using self-checkout."   Those that like self-checkout are a far larger group than those who are against it."   When most self-checkouts were installed, retailers could not find labor.
  • Bottom Line"   Self-Checkout continues to grow in shipments and installed numbers each year."   Those uninstalling are doing so for strategic reasons beyond self-checkout…but spin, spin, spin."   New formats are bringing new opportunities.
  • RetailROI SuperSaturday Saturday January 14, 2012 9am-4pm Free to RetailersFree to Retailers - Sponsorships available for Vendors Register www.tinyurl.com/supersaturday2012
  • Greg Buzek IHL Group greg@ihlservices.comwww.twitter.com/gregbuzek +1 615-591-2955
  • Carrie Smola NCR SelfServ™ CheckoutConsumer and Retailer Self-Checkout Trends
  • Is Self-Service Better Service?• Consumer Choice with Retailer Benefit– NCR SelfServ Checkout Customers Report • Up to 40% Queue reduction • 20% Throughput increase • 7% Revenue increase per labor hour The perfect combination - proven ROI with enhanced customer satisfaction NCR Confidential 25
  • What U.S. Consumers Want: By The Numbers NCR Confidential
  • Self-Service Preference Spans Generations NCR *Source: NPD Consumer Study 2011 Confidential
  • What Retailers Are Saying… Major Home Improvement store said that their “stores have usedthe [self- checkout]systems for so long,having them is more “Its simply aboutabout maintaining innovation and “[Self-checkout is] customer being a 21st probably the most expectations.” century retailer.” rewarding thing we - Brendan Wonnacott, Tesco ever did. Its (Fresh & Easy) helping our employees get more done in a day.” - Chris Dwyer, QuickChek NCR Confidential
  • Self-Checkout Outlook Remains Strong“ The total number of SCO “ Shipment numbers are “ By 2016 a total of 324,000shipments worldwide rose forecast to surpass units will be in use around 17% in 2010.” 60,000 in 2016.” the world.” NCR Confidential
  • Mike Inderrieden NCR Human Factors EngineeringTop Five Strategies to Ensure Successful Self-Checkout in Grocery Stores
  • Strategies for Self-Checkout Success 1. Management Support– Executive Sponsor communication– Self-Checkout Champion– Store Manager engagement NCR Confidential 31
  • Strategies for Self-Checkout Success 2. Objective Setting and Reporting– Corporate sets expectations for success– Store management reporting tools Suggest calls with top and under performing stores NCR Confidential 32
  • Strategies for Self-Checkout Success 3. Staffing– Dedicated attendant– Balance full-service lanes– First to open and last to close NCR Confidential 33
  • Strategies for Self-Checkout Success 4. Attendant Training– Both technical and behavioral training– Refresher training NCR Confidential 34
  • Strategies for Self-Checkout Success 5. Constant Improvement Culture– Keep self-checkout system up to date– Monitor operational initiatives NCR Confidential 35
  • The Self-Checkout Experience Employees Operations and Support Customers All Equally Critical Components for a Successful Implementation NCR Confidential 36
  • Q&A SessionYour GoToWebinar Attendee Viewer is made of 2 parts: 1. Viewer Window 2. Control Panel Type your question here #LiveWebinar
  • Q&A • PanelistsCarrie Smola Mike Inderrieden Human Factors Self-Service Dir. Greg BuzekSolution Marketing Director NCR Corporation PresidentNCR Corporation IHL Group Moderator Debbie Hauss Editor-in-Chief Retail TouchPoints #LiveWebinar
  • Thanks for attending!You can download thispresentation here: http://rtou.ch/self-checkout #LiveWebinar
  • Contact The Panelistscarrie.smola@ncr.com mike.inderrieden@ncr.com greg@ihlservices.com #LiveWebinar