Self-checkout issues and support gaps hurt APAC shopper satisfaction

Customer satisfaction dropped to 78% for in-store and 75% for online shopping experiences in APAC.

Shopper satisfaction with in-store and online experiences declined in Asia Pacific due to difficulty finding associates and a lack of self-checkout options.

Based on its 17th Annual Global Shopper study, Zebra found customer satisfaction dropped to 78% for in-store experiences and 75% for online shopping in APAC, compared to 81% and 80% in 2023.

Nearly seven in ten APAC shoppers reported self-checkout (SCO) lanes are lacking, with some leaving stores without making a purchase due to the absence of SCO kiosks or contactless payment options.

The report also said 70% of APAC shoppers are concerned about the limited assistance associates can provide.

However, 76% of APAC associates find it challenging to get help or receive timely support when needed.