Most consumers (53%) have gone out of their way to visit a specific gas station because they favor its convenience store, according to a consumer survey from NCR Voyix Corp., a digital commerce solution company for the retail and restaurant industries.
Some consumers prefer the food options of specific convenience stores (27%), while others like the loyalty programs (37%) and easy ways to pay (36%).
As the future of customer experiences continues to evolve, consumers are looking for more smart technology, enhanced checkout options, product personalization and convenience, according to NCR Voyix.
“It’s tried and true, but businesses really do win when they focus on customer experience,” said David Wilkinson, chief executive officer at the Atlanta-based company. “Our data shows consumers want more technology present to simplify checkout, greater personalization and loyalty rewards. It also shows that when places like fuel convenience and limited-service restaurants provide quality products at affordable prices, it pays off. Businesses will continue to adapt to changing consumer expectations in the year ahead and lean on new technology even more to be competitive.”
The report also highlighted that most shoppers (77%) prefer self-checkout because it’s faster than staffed checkout.
The 2025 Commerce Experience Report found that more than one-third of shoppers (36%) prefer self-checkout because it has shorter lines, while 43% prefer to bag their items.
Gen Z and Millennial grocery shoppers are the biggest adopters of self-checkout, according to the report. Most Gen Z shoppers, 63%, (ages 18 to 29) prefer self-checkout, as do 45% of Millennial shoppers (ages 30 to 44).
Sixty percent of shoppers who do not frequent self-checkout would be more inclined to do so if grocery stores made it easier to check out with more than 15 items.
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