Our 2025 Commerce Experience Report offers a comprehensive look into the evolving shopping and dining behaviors of US consumers. This year's report highlights several significant trends across grocery stores, fuel & convenience stores and restaurants. Here are the key findings and their implications for retailers and restaurant owners:

In-store grocery shopping on the rise

More consumers are choosing to shop for groceries in-store, with 72% of respondents indicating a preference for this method, up 3% from last year. Primary reasons cited include the ability to pick out their own items, make spontaneous purchases and avoid delivery fees. Additionally, 69% of in-store shoppers appreciate the ability to decide on their own substitutions.

To meet these changing consumer demands, retailers should focus on enhancing the in-store experience by ensuring product availability, creating an inviting store layout and offering personalized services that cater to the desire for spontaneous purchases and item selection. Our consumer engagement platform makes creating meaningful, consistent interactions across touchpoints easy.   

Self-checkout gains popularity

Self-checkout usage has increased, with 83% of shoppers using it regularly in the past six months.  Notably, Gen Z and Millennials are the most frequent users of self-checkout, with customers across all demographics listing avoiding interaction with staff, maintaining privacy and taking advantage of shorter lines as their reasons for preferring self-service lanes.  

Investing in self-checkout options can improve efficiency, as well as reduce shrink and enhance customer satisfaction. With new features such as cameras detecting unscanned items, produce recognition scanners and age/ID verification systems, self-checkout technology has significantly evolved. These advancements are becoming more common, with 42% of shoppers encountering them regularly.   

Loyalty programs and personalized offers

Loyalty programs continue to drive consumer behavior, especially in grocery stores. 75% of grocery store loyalty program members receive personalized offers daily to weekly. Millennials are leading the trend in grocery store loyalty program participation.

Creating robust loyalty programs that offer personalized offers and rewards can help attract and retain customers. 57% of consumers are making a concerted effort to shop where they can find the best deals. Grocery retailers should leverage consumer engagement programs to drive engagement and loyalty, helping their customers save money.

Dining trends in grocery and fuel convenience stores

Younger consumers are more likely to dine at grocery stores and fuel convenience stores. In the past six months, 54% of all consumers, and 65% of Gen-Z shoopers, say that they’ve ordered and eaten a prepared meal at a grocery store. Similarly, 47% have dined at super fuel convenience stores like Pilot Flying J, Wawa or Buc-ee’s.

Expanding foodservice offerings at grocery and convenience stores can attract younger consumers and increase foot traffic. Providing high-quality prepared meals and dining options is key.

Payment preferences

Debit cards remain the preferred payment method across grocery stores, fuel convenience stores and restaurants. Consumers favor debit cards for their convenience and ease of use.

Optimizing payment systems for debit card transactions and offering a variety of payment options, including digital wallets and mobile apps, can cater to diverse consumer preferences and enhance convenience. Additionally, a cashless business model—which is notably on the rise—aligns well with current consumer preferences.

Impact of rising food prices

As consumers feel the effects of inflation, many are tightening their budgets and choosing to spend less money on at stores and restaurants.  More than half of consumers are dining out less frequently and ordering delivery less often. Higher prices have also affected tipping habits, with 52% of consumers tipping less or only at sit-down restaurants.

Businesses need to be mindful of pricing strategies and offer value-driven options, promotions and discounts to mitigate the impact of rising prices. Additionally, considering changes in tipping behavior is important for service models and staff compensation.

Technology in restaurants

Consumers are increasingly interested in seeing more technology and self-service options in restaurants. Self-service kiosks and digital payments are particularly popular among younger consumers ages 18-29, with 45% expressing a desire for more personalized recommendations and foodservice robots.

Investing in technology and self-service options in restaurants can improve the dining experience and meet consumer expectations. Implementing self-service kiosks, digital payments and personalized recommendations is crucial. Self-service kiosks can generate more revenue, reduce expenses and drive a great guest experience.

Direct ordering preferences

When placing orders for delivery or carry-out, 58% of consumers prefer to contact the restaurant directly rather than using third-party apps, which allows them to easily customize orders and earn or redeem loyalty points.

Optimizing direct ordering channels and maintaining strong communication with customers can enhance engagement. Businesses should focus on their own websites and apps for ordering, ensuring ease of use and offering loyalty points.

Aligning business strategies with consumer preferences

These insights from the NCR Voyix 2025 Commerce Experience Report highlight the evolving preferences and behaviors of consumers in the retail and dining sectors. By understanding and responding to these trends, businesses can better align their strategies with consumer preferences, enhance customer satisfaction and drive growth in a competitive market.  

Learn more and download the report.

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