Australian Shoppers Demand Better Self-Checkout Tech: Why Retailers Must Adapt or Lose Customers

Self-Service Reshaping Retail in Australia

Self-service checkout has become the preferred option for consumers in Australia, but shoppers are calling for significant improvements in the technology.

These insights come from a comprehensive study titled "The Evolution of Self-Checkout in Australia: Insights from Retailers and Consumers," conducted by IDC and sponsored by Diebold Nixdorf.

Photo: Adobe Stock

Key Research Findings

The study is based on two IDC online surveys conducted across Australia in early 2025:

• 1,000 consumers surveyed
• 180+ retailers from various segments including food and beverage, grocery, fashion and apparel, and fuel and convenience

Consumer Preferences and Pain Points

More than two-thirds of Australian consumers prefer self-checkout, particularly when:

• Shopping alone
• In a hurry
• Wanting to avoid long queues

However, several issues continue to frustrate shoppers:

• Checkout delays
• Trust concerns with the technology
• Inflexible systems that don't adapt to different shopping scenarios

Australian shoppers expect better in-store experiences, including:

• Intuitive help when needed
• Support for diverse payment methods
• More choice in shaping their own shopping process

Industry Expert Insights

Stephanie Krishnan, associate vice president at IDC Asia/Pacific, emphasized: "For today's shoppers, speed, privacy and control are non-negotiable. This means that retailers are at a point where they must eliminate delays, build trust and offer flexible, seamless checkout experiences, or risk losing customers at the final step of the journey."

Kristie Longhurst, general manager for retail in Australia and New Zealand at Diebold Nixdorf, noted that more retailers are investing in AI and hybrid checkout models: "This has been resonating well with consumers and also helps combat additional key challenges retailers are currently facing, like improving in-store process efficiency and increasing workplace attractiveness, as it is becoming harder and harder to attract and retain store staff. AI-powered checkout solutions that are reliable and easy to service combined with hybrid checkout lane concepts enable them to focus on consumer service and more value-added tasks."

The study reveals that while self-service technology has gained widespread acceptance, there's a clear gap between current implementations and consumer expectations that retailers must address to remain competitive.