Industry News | June 17, 2008

IHL Group Releases Kiosk Study

Transactions at self-service kiosks will surpass $607 billion this year in North America as consumers continue to embrace self service technology. The amount will more than triple by 2012 to over $1.7 trillion, according to a new research study conducted by the IHL Group.

"We expect continued double-digit growth in the revenue generated by self-service transactions for the foreseeable future," says Lee Holman, lead retail analyst of the IHL Group, an analyst firm and consultancy that serves retailers and retail technology vendors.

"The results of this study confirm what we've been seeing for the past several years- namely, that consumers are showing a preference for self-service kiosk activity of all kinds," Holman says. "The benefit to retailers is that this technology can significantly increase customer loyalty, as well as customer satisfaction."

"The devices are also a hedge against increasing expenses during a tough economic climate," Holman adds. "They allow retailers to schedule their labor resources for high-volume periods without sacrificing service during non-peak times."

The new research study, 2008 North American Self-Service Kiosks, examines the increasing use of six types of self-service kiosks where payment is accepted: self-checkout systems, ticketing kiosks, check-in kiosks, food ordering, postal systems, and other retail kiosks. The study is available at

The report covers self-service kiosks in the U.S. and Canada, detailing the number and type of kiosks shipped historically. It also provides forecasts for each type of kiosk, both in terms of units shipped and revenue transacted. In addition, the report highlights best practices and best-in-class machines for each class of kiosk.

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