The Digimarc Blog

New Study: Long Checkout Lines Damage Shopper Satisfaction

Customers have high expectations for the checkout experience but are increasingly dissatisfied and are even leaving empty-handed due to long lines. By prioritizing solutions to shorten lines and promote more efficient checkout experiences, retailers have the opportunity to improve customer satisfaction and increase sales.

new Digimarc-sponsored study conducted by Forrester, a leading research and advisory firm, surveyed 1,000 U.S. grocery consumers to find out how the checkout experience affects shopping behavior. The study revealed that long lines and slow checkout are the leading reasons for shopping elsewhere, just after location and price.

Other noteworthy findings in the study include:

  • 85% of shoppers say checkout is an important factor in their shopping experience
  • Only 23% of shoppers are very satisfied with the length of checkout lines
  • 58% of consumers would likely change stores if the primary difference was better checkout

In addition to reducing customer satisfaction, slow checkout can also cause consumers to buy less or even to abandon their shopping trip all together. According to the study, 70% of consumers have abandoned a shopping trip, and long lines are the leading cause.

Digimarc Barcode for product packaging addresses the challenge of long lines and slow checkout by making it easy for cashiers to get an efficient and reliable scan, which results in an improved customer experience and increased loyalty.

Read an infographic with more key stats and download the full Forrester study for more details.





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