Two-thirds of Australian shoppers ditch manned counters for self-checkout

This is due to convenience, flexible payment options, and purchase privacy.

More than two-thirds (69%) of Australian shoppers prefer self-checkout, especially when shopping alone, in a hurry, or trying to avoid long lines, according to a recent study from IDC sponsored by Diebold Nixdorf.

Convenience (41%), flexible payment options (35%), and purchase privacy (33%) are the main reasons people choose self-service.

At the same time, delays, system inflexibility, and trust issues remain common frustrations. Shoppers expect a smoother in-store experience, including intuitive help when needed, support for multiple payment methods, and more control over their shopping process.

Retailers are increasingly making self-service a central part of their strategy. The study noted that despite high satisfaction with the technology (95%), they are looking to innovate further, with a focus on AI-driven engagement, faster payments, and stronger security.

AI is being applied to address common checkout challenges, such as age-restricted items, non-barcoded products like fresh produce, and overall in-store safety through real-time monitoring with existing camera systems.

Some stores are also testing hybrid checkout models that allow lanes to operate as either self-service or staffed, providing more flexibility for both shoppers and employees.