Three Self-Service Kiosk Stats CX Teams Should Know About

By Aila Staff

August 25, 2021

Self-service kiosks are no longer considered a nice-to-have. Many industries have taken note from large retailers and healthcare providers with thousands of physical locations how self-service kiosks offer customers time savings, reduced lines, and better overall experiences. 

For customer experience teams, improving upon the touchpoints that contribute to a customers’ experience is paramount. This is especially true when it comes to in-store experiences.  For example, according to this Forbes article, “People engage with brands that make them feel special, like members of an exclusive club. Build an experience that makes visitors to your store feel better about themselves for having gone inside…Technology can help this.”  

By overlooking self-service kiosks, today’s enterprises with many brick-and-mortar locations risk losing customers and sales.

Improve CSAT Scores with Aila's Interactive Kiosk

92% of U.S. shoppers get frustrated when shopping in a store 

According to this report, 86% are annoyed at waiting for a refund, 52% are angry about waiting to pay, and 49% are ready to boil over if they are unable to find what they want.

The estimated cost: 38 Billion In lost sales due to frustrated customers leaving stores because of long wait times.

Simply put, long lines are hated by customers and hurt sales.

US businesses struggle to fill jobs 

Many companies can’t find enough workers to keep up with the economy’s recovery from the pandemic recession, leaving higher-value customer interactions at risk. 

As of August, there are 10 million open jobs for the first time ever. Self-service kiosks can easily automate low-level tasks such as check-in, pickups & returns, price checking, and more, helping businesses provide enhanced customer experience while they look to hire qualified staff.

73% of customers prefer self-service technologies 

According to this study, About 73% of shoppers surveyed said they prefer retail self-service technologies, such as self-checkout, over engaging with store associates. Self-service kiosks offer similar digital experiences customers love from e-commerce but in physical stores. 

Self-Service Kiosk by Aila

Self-service kiosks, like Aila’s Interactive Kiosk, provide enterprises with large physical footprints the ability to:

  • Reduce wait times and lines while minimizing unnecessary physical contact
  • Automate low-level tasks with integrated image-based scanning technology that quickly captures  1D/2D/QR codes, IDs, and more
  • Deploy quickly and scale with ease by featuring endless configurations with payments, printers, mourning options, and power management

By deploying the right self-service kiosk, enterprises can deliver higher CSAT scores, loyalty, and basket sizes. Brand-forward companies like Fabletics and Rent-The-Runway, choose Aila’s Interactive Kiosk in part because it delivers enterprise power without the bulk or maintenance costs of legacy systems and provides a highly intuitive and consistent experience across all locations.

Contact us to learn how Aila’s self-service kiosk solutions can help your business.

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