Industry Benchmark
The Self-Service Excellence Inflection Point How Market Leaders Are Separating from the Pack
Q3, 2025
Self-service in retail is no longer a novelty—it’s a necessity. But while nearly every retailer has attempted to offer some sort of self-service checkout journey, few have truly mastered it. The Self-Service Excellence Benchmark Report reveals a widening gap between a retailer’s strategic intent and the operational reality within the store. Based on 131 executives and 2,533 consumers surveyed, real-world performance data, and expert analysis, this report uncovers how leading retailers are turning self-service into a competitive advantage, and why others are falling behind.
This isn’t just another industry report. It’s a roadmap for transformation. You’ll learn:
- Why only 14% of retailers rate their self-service capabilities as best-in-class
- How integration, staffing, and measurement blind spots are holding teams back from achieving excellence
- What consumers really want and why satisfaction doesn’t always mean success
- The three strategic paths retailers are taking, and which one leads to stronger ROI
- How to build a roadmap that balances efficiency, inclusivity, and reliability
Retailers are reaching an inflection point. The next 18 months will define winners and laggards. This report is your chance to assess where you stand, learn from the leaders, and chart a course toward self-service excellence that delivers for your customers, your associates, and your bottom line.
Download the Self-Service Excellence Benchmark Report now and discover how to close the execution gap, elevate your strategy, and lead with confidence.
FOUR KEY B2C COMMERCE IMPERATIVES
Incisiv
Here’s a preview of the report. The full report is available for free download via the form below.
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Take the Self-Service Excellence Lite Assessment
To get the most out of the report, consider taking three minutes to see how your organization stacks up against your peers. Use our Self-Service Excellence Lite Assessment tool which offers a quick, interactive assessment that reveals your self-service maturity level—and where you can improve.
As consumers continue to reshape their expectations,
enterprises must contend with a uniquely challenging landscape.
The consumer technology landscape is forever changing.
From Pinterest to TikTok, WeChat to Instagram, new experiences can rapidly gain consumer adoption and relevance.
From augmented reality to voice, smartwatches to chatbots, consumers are constantly embracing new interaction paradigms.
Commoditized convenience is eroding loyalty and margin.
Consumers expect convenience. If you can't deliver it, they'll go elsewhere - e.g. next day shipping becoming the new standard.
Walmart will reportedly lose USD 1 billion on eCommerce revenue of USD 21 billion this year as it faces challenges in its bid to complete against Amazon – from trouble integrating its DNVB acquisitions to impact on margin from its next-day delivery operations.
Consumers value experiences that are curated to fit their lives better.
They want to engage, be served, and transact at their time, their pace, their place. They have little patience, infinite choice and the freedom to swipe left at the slightest hint of friction.
