SAN JOSE, Calif. – The majority (61%) of global consumers are
open to shopping at a fully automated self-service store with vending machines
and kiosk stations offering a virtual customer service, according to the Cisco
Customer Experience Report. Additionally, when checking out, the majority of
consumers globally (52%) prefer self-check-out stations in order to avoid
waiting in line to make purchases.
The report also found that
younger consumers were the most accepting of this shopping experience: 57% of
Generation Y (between the ages of 18 and 29) and 55% of Generation X shoppers
(between the ages of 30 and 49) prefer self-check-out, while baby boomers (age
50 and older) represent only 45%.
“The data in the Cisco
Customer Experience Report shows a growing consumer desire for an omni-channel
shopping experience, where the speed and personalization they receive online is
delivered in an increasing self-service manner in the store,” said Jon Stine
with the Cisco Internet Business Solutions Group.
Overall, the report
demonstrates consumer interest in more automated and personalized shopping
experiences, the type of connections made possible by what Cisco describes as
the Internet of Everything (IoE). The Internet of Everything brings together
people, process, data and things to make networked connections more relevant
and valuable than ever before.
One-third (34%) of global
consumers use multiple channels when shopping. The majority of consumers
globally (52%) prefer self-check-out stations in order to avoid waiting in line
to make a purchase.
Other findings include
that half of consumers use mobile phones when shopping, yet only 27 percent of
consumers use retail mobile applications. More than a quarter (27%) of
customers use retail applications to check prices, find
sales/discounts/coupons, scan barcodes and read product reviews.
Consumers are willing to
trust retailers with personal information in exchange for more personal
customer service. More than half (54%) of consumers globally said they are OK
with retailers storing their purchase history in exchange for more personalized
service.