Two-thirds of German shoppers still prefer staffed checkouts over self-service, Kantar poll finds
Self-checkout adoption grows in German retail but remains a secondary option, as a representative survey shows most consumers stick with human cashiers.
Overall preferences
A representative online survey by market research institute Kantar found that 67% of German consumers prefer classic staffed checkouts over self-scanning terminals (33%). The poll, conducted from 4 to 8 June 2026 among around 1,000 people aged 16 to 64, underscores that despite a rollout of roughly 50,000 self-checkout machines across 12,500 shops, most shoppers still opt for a cashier.
- Prefers human interaction
- 42 %
- Habit
- 40 %
- Prefers cash
- 39 %
- Takes longer self-scanning
- 28 %
- Fear of errors
- 21 %
- Feeling overwhelmed
- 16 %
Why shoppers avoid self-checkout
Among those favoring staffed tills, 42% cited a preference for human interaction, and 40% pointed to habit. Cash payments remain a sticking point: 39% said they prefer paying with cash, which most self-checkouts do not accept. Practical concerns appeared too: 28% felt they scan items more slowly than trained staff, while 21% worried about making errors and 16% reported feeling overwhelmed.
Many people are still not familiar enough with self-checkout kassen.
Why others prefer it
Conversely, the 33% who favor self-scanning gave distinct reasons. The top motivator, cited by 56%, was the ability to set one’s own pace and avoid time pressure. Shorter queues and waiting times convinced 51%, and 38% simply found scanning more fun. For 33%, the chance to verify that prices and item counts were recorded correctly mattered.
- Own pace / less pressure
- 56 %
- Shorter queues
- 51 %
- More fun
- 38 %
- Verifies price and count
- 33 %
Age and adoption barriers
Age plays a large role. While people aged 16 to 44 are generally more open to self-checkout, among 55- to 64-year-olds the preference for staffed lanes jumps to 87%, with only 13% opting for self-service. Kantar researcher Stefanie Exel noted that even younger generations are not fully comfortable, and that broader adoption will "not settle in automatically." She suggested that having helper staff available at the terminals could build confidence.
It is not at all easy to get all people enthusiastic about self-checkout kassen. Many even see advantages in them, because they can set their own pace and the pressure is not as high as at staffed checkouts.
Retailer push and usage patterns
Retailers, especially food and drugstore chains, continue expanding self-checkout fleets, driven mainly by a tight labor market. EHI Retail Institute expert Frank Horst estimates that 1.5 to 2 million people use the machines daily. They are most popular for small baskets; purchases of 30, 40, or more items are seen as less comfortable. Horst added that even some shoppers over 70 use self-checkouts and appreciate the control they offer.
