Two-Thirds of German Shoppers Prefer Staffed Checkouts, June 16

A survey of 1,000 German shoppers conducted June 4-8 by market research firm Kantar found that 67% prefer traditional checkouts with staff, while only 33% choose self-checkout kiosks. The preference runs strongest among older customers and reveals barriers to retailers’ automation plans. Understanding these preferences matters as supermarkets and discounters expand self-service options to address staffing shortages.

Why Germans Reject Self-Checkout

Among shoppers who prefer staffed checkouts, 42% value human interaction over machines. Another 40% cite habit, while 39% prefer paying with cash, which most self-checkout kiosks do not accept. Slower scanning speeds trouble 28% of respondents. Only 21% worry about operating errors, and 16% feel overwhelmed by the technology. Kantar surveyed shoppers between 16 and 64 years old across Germany.

Age Divides the Market

Customers aged 55 to 64 show the strongest resistance: 87% prefer staffed checkouts, while only 13% use self-checkout kiosks. Younger shoppers aged 16 to 44 stand more open to automation. Kantar researcher Stefanie Exel notes that even younger generations lack sufficient familiarity with self-checkout systems. She warns that broader adoption will not happen automatically and recommends staff support at terminals to build customer confidence.

Why Some Shoppers Choose Self-Checkout

One-third of shoppers prefer self-checkout kiosks. Among this group, 56% cite control over their own pace and reduced time pressure. Shorter wait times appeal to 51%, while 38% find scanning enjoyable. About 33% value seeing prices and item counts recorded correctly. Retailers continue expanding self-checkout despite customer hesitation.

Rapid Expansion Across German Retail

Germany now has approximately 50,000 self-checkout kiosks across 12,500 stores, according to the EHI retail research institute. This represents a dramatic jump from 16,000 kiosks in 4,270 stores just two years earlier. Supermarkets and drugstores lead the expansion. Major retailers cite staffing challenges as the primary driver. EHI estimates up to 2 million shoppers use self-checkout daily.

Final Thoughts

German retailers face a customer preference gap: two-thirds want staffed checkouts, yet automation expands rapidly due to labor shortages. Success requires hybrid approaches with staff support at self-checkout terminals.

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The content shared by Meyka AI PTY LTD is solely for research and informational purposes.  Meyka is not a financial advisory service, and the information provided should not be considered investment or trading advice.