Avery Dennison research shows consumers’ growing preference for frictionless shopping experiences

New research commissioned by Avery Dennison reveals an inflection point in consumers’ shopping behaviour.

37% of shoppers polled across the USA and the UK say they would switch to a retailer that offers full check-out free stores.

Two-thirds would opt for retailers that offer self-scanning at the end of a shop, while 59% say the same about self-scanning as they shop. 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 52% likely to switch retailers for check-out free stores.

Furthermore, 49% 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 involved 4,000 US and UK consumers.

Findings show that 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%); 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%).

Francisco Melo, President, Solutions Group at Avery Dennison, says: “Considering that most people haven’t yet had the opportunity to try a full check-out free store, our research shows a high percentage would be more likely to switch retailers for the experience, which demonstrates a clear shift in consumer expectations.”

“At the same time, a growing number of leading retailers are turning to digital ID solutions to truly transform the customer experience.”

“Check-out free stores and self-checkout options enable an easier method of product selection and payment for the customer, while providing retailers with accurate real-time data about product performance and supply.”

“What’s more, frictionless shopping environments allow retailers to deploy more staff in areas such as customer service.”