Self-Service Checkout Usability & Friction Survey

Thanks for taking a few minutes to tell us about your experience with self-service checkout! We want to understand what works and what trips people up. Your responses are completely confidential and anonymized. This should take about 4-5 minutes.

In the last 30 days, how often have you used a self-service checkout (instead of a staffed lane)?

• Not at all
• 1-2 times
• 3-5 times
• 6-10 times
• More than 10 times

Thinking about the last time you used one, were you able to complete your purchase without asking a staff member for help?

• Yes, no help needed
• Yes, but only after a staff member intervened
• No, I gave up or switched to a staffed lane
• I don't remember

Rate how easy or difficult each part of the self-checkout process is for you.

Overall, how easy is it to use our self-service checkout compared to a staffed lane?

During your last self-checkout attempt, did you encounter any error alerts (e.g., 'unexpected item in bagging area', item lookup issues, payment errors)?

• No errors
• One error
• Multiple errors
• I don't recall

Reconstruct the respondent's most recent self-checkout experience step by step: what they scanned or paid for, exactly where friction or an error occurred, what the screen or system told them, and how they resolved it (staff help, gave up, figured it out alone). If they said they gave up or needed staff intervention, dig into the specific trigger and whether it has happened before. If they reported no issues, ask what makes the process feel smooth for them so we can protect that.

Which of these improvements would make the biggest difference to your self-checkout experience? Choose the one that matters most and the one that matters least each round.

• Faster item scanning/recognition
• Clearer on-screen instructions
• Fewer 'unexpected item' bagging alerts
• More payment options accepted
• Faster access to staff when needed
• Larger, more readable screens
• Shorter lines/more machines available
• Simpler coupon and loyalty entry

How likely are you to choose self-service checkout again on your next visit?

About how often do you shop at this store or website?

• First time here
• A few times a year
• Monthly
• Weekly
• Multiple times a week
• Prefer not to say

Which age range do you fall into?

• Under 18
• 18-24
• 25-34
• 35-44
• 45-54
• 55-64
• 65+
• Prefer not to say

That's everything — thank you! Your feedback goes directly into improving the checkout flow and fixing the errors that cause the most friction.