Convenience stores have been said to sell time, not just products and services due in large part to their favorable locations and small, easy-to-navigate footprints offering a quick in-and-out shop. In fact, 32% of shoppers surveyed by NACS indicated quick service as the second most important attribute of a positive customer experience, according to preliminary results from the 2022 NACS Convenience Voices mobile study (look for coverage in January).

When traditional cashiers and self-checkout options are both available, 41% of shoppers prefer a cashier, preliminary survey results indicate. However, 52% of the shoppers who indicated a preference for cashiers reported they would use self-checkout if the line were shorter. One third (33%) indicated a preference for self-checkout, while 25% were indifferent, favoring the option with the shortest line.

Among the 32% of shoppers who said they preferred cashiers, the main reason cited was because the line moved faster than self-checkout. Still, 63% of shoppers who said they favored self-checkout also reported that it’s a faster method of payment. Checkout speed was the main reason shoppers cited in preferring both self-checkout and traditional options with cashiers, suggesting that customers viewed their checkout choice as faster, regardless of whether reality matched their perception.

Besides perceived time savings, 29% of shoppers who preferred cashiers indicated it was because they intended to buy multiple items. The concern about larger baskets creating bottlenecks at self-checkout is something retailers are working to address with technology.