Issue 6 - December, 2021 - Cantaloupe, Inc.

Cantaloupe, Inc. Survey Finds Usage of Unattended Retail Grew During Pandemic, Fueled Mostly by Younger Consumers

Ninety percent of people used unattended retail as much or more during the pandemic according to a recent survey by Cantaloupe, Inc., a digital payments and software services company that provides end-to-end technology solutions for the unattended retail market. However, according to the survey, younger consumers were the most likely to increase usage during that period. Twenty-three percent of respondents between the age of 18-34 said that the pandemic increased their usage of unattended retail, compared to 18 percent of 35–54-year-olds, and only 4 percent of respondents over 55 years of age.

 

Nearly half of consumers who increased usage in unattended retail during the pandemic cited speed (49 percent), social distancing (49 percent) and convenience (47 percent) as reasons for the increase. Sixty-eight percent of those respondents noted in the survey it is important to have a touchless option post-pandemic.

 

“We learned a great deal from the pandemic, particularly the resiliency of unattended retail which was tested to its core,” said Sean Feeney, chief executive officer, Cantaloupe, Inc. “As we look ahead, it’s clear that consumers like unattended retail, it’s very sticky, and our software and payments platform opens the door to many sales channels for our operators. How we continue to evolve the industry to keep pace with the expectations of consumers must also factor in what is important to younger shoppers. Having diverse payment options, being able to buy nontraditional items and ensuring the data security of payments should be top of mind for every operator now.”

 

Forty-one percent of respondents who purchased an item through an unattended channel in the three months prior to the survey said unattended options make them more likely to shop in a retailer’s other channels in the future.

 

Driven by consumer expectations for autonomous retail experiences, the research found that unattended retail as an industry is at a tipping point. Not only are consumers who use unattended retail more likely to continue to do so, but their expectations for purchasing more nontraditional items and services, such as health and beauty, clothing, car charging, and electronics is growing thanks to experiences that are fast, frictionless, and convenient.

 

Further, as usage of unattended retail grows, consumers are driving innovation in, and penetration of, new payment technologies including increasing usage of mobile wallets and interest in purchasing using crypto currencies.

 

As autonomous shopping experiences become more common across retail every day, whether it is at vending machines, kiosks, or in micro markets, unattended and traditional retailers will be looking for ways to differentiate themselves and create personalized relationships with their consumers. This will continue to fuel further innovation which will drive adoption of robust loyalty programs and personalized payment experiences on the front end-as well as smarter, streamlined operations that ensure consumers expectations are being met, on the back end.