Gartner Research

Use Retail Kiosks to Answer Consumer Needs

Published: 16 October 2006

ID: G00143516

Analyst(s): Miriam Burt, Gale Daikoku


Self-service kiosks will not provide the expected business benefits until retailers identify the customer service basics and fully understand how customers shop in their stores. Retailers can use our guidelines to apply the appropriate kiosk technologies to support the customer experience.

Table Of Contents
  • Overview
  • Prediction
  • Overview
  • Analysis
    • Customer Experience and Key Functionality Wanted From Kiosks
    • Retail Kiosk Investments Lag Consumer Wants
    • Self-Service Kiosk Functionality by Retail Segment
  • Recommendations

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