New Survey Shows More Than Half of Gen Z Prefers Frictionless Shopping

New research commissioned by Avery Dennison reveals an inflection point in consumers’ shopping behavior. More than a third (37%) of shoppers polled across the US and the UK say they would switch to a retailer that offers full check-out free stores. Two-thirds (67%) say they would opt for retailers that offer self-scanning at the end of a shop, while almost three-in-five (59%) say the same about self-scanning as they shop. More than four-in-ten shoppers (45%) would switch to a self-checkout service where products are automatically detected via in-item tagging, meaning they don’t need to scan a barcode.

Generation Z is leading the way when it comes to a preference for frictionless shopping, with over half (52%) likely to switch retailers for check-out free stores. Furthermore, 49% say they would be likely to spend more money with a retailer that has a connected or automated checkout experience, and 52% say connected stores would make them more loyal to a retail brand.

The survey was commissioned by Avery Dennison, a digital identification solutions company, polling 4,000 US and UK consumers. Findings show that the vast majority (89%) have experienced some form of frictionless shopping in the last 12 months including self-scanning, self-checkout, full check-out-free stores, and try at home before you purchase services. This includes 81% of Baby Boomers and 72% of those aged 78 or over.

The factors driving consumers towards frictionless retail experiences include: a faster shopping experience (46%), not having to queue (34%), and less people interaction (33%)

While only 18% of people say there is no benefit, shoppers were also asked to select what drawbacks they see with automated and connected retail experiences. The most cited response was a difficulty in seeking assistance from employees (56%).

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