Aevi’s new survey of 3,000 consumers across the US and the UK, found that frequent weekly usage of unattended systems is now the norm in both countries. However, it highlights equally widespread frustration and avoidance that could slow adoption at a critical moment for operators. 

The research also uncovered how 57% of UK consumers and 62% of US consumers use unattended payments at least weekly, yet 51% of Brits and nearly half of Americans have avoided an unattended option after only one bad interaction. 

This behaviour risks halting progress in sectors expected to become predominantly unattended over the next decade. 

The data also shows that avoidance peaks among the core ‘holiday spenders’ demographic (35 - 54), stressing on the risk for retailers relying on self-serve to manage the increasing volume. 

With the run-up to Christmas bringing record footfall and continued pressure on checkouts, retailers face a simple reality: they may not be able to overhaul systems overnight, but they can reduce the risk of failed checkouts, queues and walkouts by tightening what’s already in place: making sure terminals are online, payment methods are up to date, screens show information clearly, and staff know how to reset a frozen unit fast. 

Generational insights add further urgency: younger adults who are among the heaviest self-checkout users expect “smooth-by-default”, phone-first journeys, while older groups prioritise reliability above all else.

Sarah Koch, Director of Marketing & Communications at Aevi comments on the findings: 

“Gen Z and younger Millennials expect instant, low-stress, phone-first journeys and value control over human interactions. As their spending power grows, this ‘smooth-by-default’ baseline will be the one to set the bar for unattended, by pushing wallets, biometrics, and zero-confusion journeys into the mainstream.” 

However both the younger and older age segments converge on one expectation throughout the festive period: systems must work the first time. 

Reflecting on the wider implications, Aevi CEO Mike Camerling said: “Every broken tap turns a customer into someone who avoids self-service. But when it just works, the flow is smooth, the tech is reliable, and support is there if needed - self-service stops being second best. It becomes the natural choice.”