Interesting facts about self-service

Self-service technologies have long become part of everyday life. We use ATMs, self-checkout systems, terminals, information kiosks, parcel lockers and digital devices almost every day — in stores, banks, airports, shopping malls and service areas.

For customers, self-service means speed and convenience. For businesses, it means process automation, reduced workload on staff and the ability to serve more people without losing service quality.

How the self-service era began

One of the first examples of self-service was the Piggly Wiggly supermarket, opened in 1916 in Memphis. Before that, customers usually had to ask a shop assistant for each product, while the idea of choosing goods independently became a major shift in retail.

This principle became the basis for modern self-service technologies: the customer chooses, orders, pays or receives a service without the mandatory involvement of an employee.

ATMs changed customer habits

The first ATM appeared in 1967 in London. It showed that banking operations could be faster and more accessible — without waiting in line at a branch.

Today, there are more than 3 million ATMs worldwide, and ATMs remain one of the most recognizable types of self-service equipment.

Customers increasingly choose independence

According to research, around 67% of customers prefer self-service over speaking with a support representative when they can solve the issue on their own.

This applies to simple and repetitive actions:

checking information;
placing an order;
paying for a service;
registration;
receiving a ticket or queue number;
sending or collecting a parcel.

People value speed, a clear process and the ability to avoid waiting for assistance.

Self-service helps businesses save money

One support request may cost a company an average of $7–12, while a self-service solution may cost around $0.10.

That is why self-service terminals, digital kiosks and automated services help businesses reduce expenses, lower the workload on employees and process standard requests faster.

At the same time, self-service does not fully replace staff. It takes over routine tasks, allowing employees to focus on more complex issues.

The self-checkout market is growing

Self-checkout systems are actively developing in retail. In 2026, the market is estimated at more than $5 billion, while the number of devices continues to grow by 10–15% annually.

For stores, this is a way to reduce queues and increase throughput. For customers, it is an opportunity to pay faster and control the process themselves.

Interface simplicity matters

Overly complex self-service can irritate customers. If the interface has too many buttons, steps and unclear sections, users get tired faster than they figure it out. At that point, it is no longer automation — it is a quest with a bad ending

The optimal scenario is 2–3 clicks. The simpler the user journey, the higher the chance that the customer will complete the action without staff assistance.

Generation Z sets a new standard

More than 75% of Gen Z users first look for answers on their own: in FAQs, chatbots, apps or self-service terminals. Only after that do they contact a person.

For businesses, this is an important signal: digital services, self-service kiosks and automated solutions are no longer just an extra option. They are becoming an expected service standard.

Self-service in aviation

Airlines were among the first industries to actively implement self-service check-in. Today, more than 80% of flight check-ins are completed without employee involvement.

Passengers can check in, choose a seat and receive a boarding pass independently. This reduces queues, speeds up processes and makes the service more convenient.

Why self-service matters for business

Self-service solutions help companies work faster, save resources and improve customer experience. These technologies are suitable for banks, retail, airports, restaurants, government institutions, logistics, healthcare and other industries.

The key is to define the right task and create a clear user scenario. Then self-service becomes not just a device, but an effective tool for business automation.

Self-service technologies continue to evolve, and their role in customer service will only keep growing.