New Study Reveals How Self-Service is Reshaping Retail in Australia

Unveiling the Diebold Nixdorf Study on Self-Service Evolution

The latest research publication from IDC, sponsored by Diebold Nixdorf and titled 'The Evolution of Self-Checkout in Australia: Insights from Retailers and Consumers,' offers a comprehensive look at how self-service technologies—defined as automated systems allowing customers to perform transactions independently, such as self-checkout kiosks (SCO), self-scanning carts, and ordering kiosks—are fundamentally altering the Australian retail landscape. 67 66 Conducted through two online surveys in early 2025—one polling 1,000 Australian consumers and another surveying over 180 retailers across grocery, food and beverage, fashion, apparel, fuel, and convenience sectors—this study highlights a pivotal shift driven by demands for efficiency and personalization in a post-pandemic retail environment.

Australian retail, valued at over AUD 400 billion annually, has seen accelerated adoption of self-service amid labor shortages, rising wages, and evolving shopper behaviors. The study underscores that self-service is no longer a novelty but a core strategy for enhancing customer experience (CX), operational efficiency, and revenue growth. Stephanie Krishnan, Associate Vice President at IDC Asia/Pacific, notes, 'For today's shoppers, speed, privacy, and control are non-negotiable.' 67

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Consumer Preferences Driving the Self-Service Boom

At the heart of this transformation is strong consumer endorsement. More than two-thirds of Australian shoppers—over 66.67%—now prefer self-checkout options, particularly when shopping alone, in a rush, or seeking to bypass lengthy queues. 67 This preference stems from core benefits: speed (reducing checkout times by up to 30% in optimal setups), simplicity (intuitive interfaces minimizing errors), control (shoppers dictate the pace), and privacy (avoiding judgment on purchases like snacks or alcohol).

Real-world data from major chains reinforces this. Coles reports that over 75% of its customers opt for self-service checkouts, with satisfaction rates climbing over the past three years. 65 Woolworths has rolled out self-serve kiosks to 98% of its supermarkets, reflecting irreversible momentum. 55 Aldi, traditionally staffed, now features them in over 400 of 600+ stores. These shifts align with broader trends where omnichannel shoppers—those blending online and in-store—demand frictionless experiences, as noted in KPMG's Australian Retail Outlook 2025. 54

Yet, preferences aren't universal. A Yahoo poll of 6,300 Australians showed 63% favoring staffed checkouts for human interaction, especially among older demographics or those with complex orders like fresh produce. 65

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Situational Factors Influencing Self-Service Choices

The study delineates specific scenarios boosting self-service uptake: solo shopping (no need for bagging assistance), time pressure (e.g., lunch breaks), and queue aversion. Conversely, frustrations arise from delays (e.g., barcode failures on fruits), trust gaps (perceived surveillance), and rigidity (limited payment options).

Consumers crave enhancements like intuitive help prompts, support for tap-and-go, Apple Pay, and cryptocurrency in progressive stores, alongside choice in process—self-scan carts or kiosks. This mirrors global patterns but is amplified in Australia by high minimum wages (AUD 24.10/hour in 2026) pressuring retailers to automate routine tasks. 67

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Retailers' High Satisfaction and Strategic Embrace

From the retailer lens, satisfaction is strikingly high: 95% report positive experiences with self-service tech, viewing it as central to strategies amid staffing woes. 66 Kristie Longhurst, General Manager Retail ANZ at Diebold Nixdorf, explains, 'AI-powered solutions improve efficiency and workplace attractiveness, freeing staff for value-added tasks.' 67

Segments like grocery lead adoption, with Woolworths' Scan&Go trolleys expanding post-trial success, enabling real-time spend tracking and seamless payment. 56 Coles trials AI smart trolleys, signaling a trolley-based self-service wave. Fuel/convenience sees kiosks for quick grabs, fashion for contactless returns.

Investments prioritize AI for engagement (personalized upsells), rapid payments, and security—crucial as self-service market grows at 13.7% CAGR to 2035 globally, with Australia mirroring via USD 1.28B kiosk market by 2030. 16

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Navigating Challenges: Friction, Trust, and Theft

Despite optimism, hurdles persist. Checkout delays from unscannable items plague 20-30% of transactions, eroding trust—especially for age-restricted goods. A Monash University study (ACRS Retail Monitor, June 2025) surveying 1,047 shoppers found 32% justify not scanning items at SCO, 36% mis-scanning as cheaper alternatives, with 54% of 18-34s deeming outright theft acceptable. 96

• Theft rates: SCO losses 3.5% of sales vs. 0.21% manned (16x higher). 45
• National theft victims: 595,660 in 2024, up 6%, half retail-related. 96
• Shrink costs: AUD 4.5B+ annually, external theft 71% of losses.

Retailers counter with AI Smart Vision: cameras analyze behavior, flag anomalies, verify age/produce in real-time, integrating with CCTV.

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AI and Hybrid Innovations Powering the Future

Hybrid lanes—switchable self/attended, 'all lanes open always'—address flexibility, staffing (harder post-COVID), and queues. Diebold Nixdorf's Modern Smart Vision uses AI for shrink reduction, frictionless produce scanning, safety alerts.

Step-by-step process: 1) Customer scans; 2) AI verifies items/age; 3) Flags issues; 4) Seamless payment. This boosts throughput 20-50%, per global benchmarks adapted locally.

KPMG notes most retailers embracing generative AI for CX, with self-check-in/out as frictionless hallmarks. 54 Restaurants follow: kiosks cut wait times 50%, upsell 10-20%. 36

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Case Studies: Major Chains Leading the Charge

Woolworths: 98% SCO coverage, Scan&Go trolleys in trials track spends, reduce errors—expanding 2026. 55 Coles: 75%+ usage, smart trolleys trial Melbourne. Aldi: 67% stores SCO-equipped, no reversal planned despite US shifts. 65

Fuel retail: GaP Solutions' self-checkout boosts efficiency amid 24/7 demands. These cases show 15-25% labor savings, offset by tech CAPEX.

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Employment Impacts and Workforce Shifts

Self-service reduces checkout roles but redeploys staff to merchandising, CX, loss prevention—enhancing job appeal. Retail faces 100,000+ vacancies yearly; AI hybrids mitigate by focusing humans on high-touch tasks. For aspiring retail pros, skills in tech management vital—explore higher ed career advice for upskilling.

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Future Outlook: A Frictionless Retail Horizon

By 2030, Australia's self-service kiosk market hits USD 1.28B, 12.1% CAGR. 40 Trends: cloud-integrated hybrids, gen AI personalization, social commerce integration. Challenges like theft demand balanced tech-policy approaches. Retailers ignoring this risk customer loss; embracers gain loyalty.

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