man walking with shopping bags

Contactless Shopping: Why Customers Love Scan and Go

Every week, more retail stores are adopting contactless scanning in their stores. It’s a significant change, given that even a few years ago, the concept of ‘Scan and Go’ was considered a flash in the pan.

So what has driven this change of heart? The pandemic has certainly played its role. But customer demand for convenient contactless shopping continues to grow. In this blog we look at the top 5 reasons why customers love Scan and Go.

1. It’s far faster for busy shoppers

There is a common misconception that grocery shopping has become more efficient for shoppers since the widespread introduction of self-checkout kiosks. But the truth is the opposite. In our recent Ebook, we found that customers using checkout kiosks take on average 4 minutes longer than using a traditional checkout with a member of staff!

The reason for these delays is that customers frequently have problems getting checkout kiosks to work as they want, meaning that a staff member has to be nearby to fix the issues as they occur. So why is a Scan and Go option better? Customers get to use their own smartphone, a tool they know well and understand, meaning they can seamlessly scan their items and pay, just like they would for online shopping. A perfect solution for the time-poor shopper!

2. It creates more space for the products they love

Another consumer advantage of contactless shopping is the extra space which becomes available with the removal of large and cumbersome checkout counters. For smaller grocery stores, especially those located in expensive cities, every square foot counts. That means when customers can take the checkout with them in their back pocket, they can also enjoy a greater variety of items in store, and will make larger purchases per visit.

4. Your associates have more time to help those that need assistance

While some shoppers are happier to scan and go without any interaction, this is of course not for everyone. Many shoppers, particularly those who need assistance, will continue to rely on in-store associates to complete their shopping.

By implementing contactless shopping, staff are no longer bound to their checkouts, and have more time to assist shoppers in need of greater support. Not only does this create more interesting work for employees, but improves the quality of each interaction they have with shoppers, leading to an enhanced customer experience.

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