Technology

Self-service reshaping retail in Australia

Photo: Adobe Stock

February 3, 2026

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Self-service is a preferred checkout option for consumers in Australia but shoppers want improvement in the technology.

Those are top findings from a study, "The Evolution of Self-Checkout in Australia: Insights from Retailers and Consumers," from IDC and sponsored by Diebold Nixdorf.

The insights are largely based on two IDC online surveys conducted across Australia in early 2025: one with 1,000 consumers and another with more than 180 retailers from various segments, including food and beverage, grocery, fashion and apparel, and fuel and convenience.

The study revealed more than two-thirds of Australian consumers prefer self-checkout, mainly when they are shopping alone, in a hurry, or want to avoid long queues.

Yet checkout delays, trust concerns and inflexible systems can frustrate Australian shoppers, according to a press release on the findings. Shoppers expect better in-store experience, including intuitive help when needed, support for diverse payment methods and more choice when shaping their own shopping process.

"For today's shoppers, speed, privacy and control are non-negotiable. This means that retailers are at a point where they must eliminate delays, build trust and offer flexible, seamless checkout experiences, or risk losing customers at the final step of the journey," Stephanie Krishnan, associate vice president at IDC Asia/Pacific, said in the release.

Kristie Longhurst, general manager, retail for Australia and New Zealand at Diebold Nixdorf, said the company is seeing more retailers investing in AI and hybrid checkout models.

"This has been resonating well with consumers and also helps combat additional key challenges retailers are currently facing, like improving in-store process efficiency and increasing workplace attractiveness, as it is becoming harder and harder to attract and retain store staff. AI-powered checkout solutions that are reliable and easy to service combined with hybrid checkout lane concepts enable them to focus on consumer service and more value-added tasks," she said in the release.