A recent survey report titled “Reinventing Store Checkout: Minimizing Friction to Drive Business Growth,” from Coresight Research and Diebold Nixdorf (NYSE: DBD), highlights a number of trends behind consumer behavior during in-store shopping.
The online surveys that are included in this report were conducted by Coresight Research in 2025, included approximately 1,600 U.S.-based participants – retail decision makers, business leaders and shoppers. Respondents were asked about mobile device usage, technology adoption, and shopping and spending habits, providing a comprehensive view of today’s retail environment.
The report states that out-of-stocks (56% of responses), long wait times at the checkout (29%) and physical barriers to accessing merchandise (19%) are the top friction points for shoppers. Inefficient store layouts and preoccupied staff members make the shopping experience even more challenging.
Additionally, the report presents a variety of technologies and solutions for retailers to reduce friction points for shoppers. To tackle inventory issues like out-of-stocks, for example, shelf-edge cameras and inventory-scanning robots enable monitoring stock shortages on shelves. Long wait times at the checkout can be reduced with self-service checkouts and self-scanning solutions that give consumers more choice to shape their shopping journey according to their individual needs. Additionally, flexible and modular checkout systems that can be switched between assisted mode and self-service mode provide retailers with another powerful tool to run efficient checkout models. This also frees staff members from having to continually occupy the cash register, allowing them to spend more time serving shoppers or replenishing stock.
To tackle the inconvenience shoppers encounter with purchasing goods that require ID-checks, the report suggests that retailers can utilize computer vision technology. For example, AI-powered solutions for automatic age verification reduce the delays and potential shopper frustration associated with a physical ID check from a store associate. Also, to address the challenge of inefficient store layouts, the report recommends that retailers optimize their stores by conducting a thorough analysis that accounts for factors such as consumer demographics, shopping and payment habits, as well as other operational processes.
Octavio Marquez, Diebold Nixdorf president and chief executive officer, said: “The insights from our joint research with Coresight Research reinforce what we hear from retailers every day – friction at checkout and inventory gaps are real barriers to conversion. At Diebold Nixdorf, we’re committed to solving these challenges head-on. By combining advanced technologies like AI-powered Smart Vision and flexible checkout systems with the expertise of in-store associates, we enable retailers to deliver seamless, efficient, and personalized shopping experiences that drive loyalty and growth.”
