Coles, Woolworths, IGA and ALDI affirm stance on supermarket self-serve checkouts
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The debate around self-serve checkouts in supermarkets has been raging for years, with shoppers deeply divided on the controversial technology. While some see them as an efficient way to speed up their shopping, others argue they take jobs away from workers and prefer the traditional checkout experience.
While it is a contentious issue worldwide, major retailers in the UK and the US have started ditching the machines.
In a previous story, it was revealed that British grocery giant Booths recently removed all its self-checkouts after shoppers complained they were slow, unreliable and impersonal. You can read more on that here.
Meanwhile, in the US, Costco has scrapped most self-serves, and Walmart is also moving away from the technology.
So, will Aussie retailers like Coles and Woolworths soon remove their self-checkouts too?
While the supermarkets’ previous statements point to a ‘No’, they’ve now given a more in-depth response to why self-serve checkouts are here to stay.
They added: ‘The use of self-service technology is commonplace from airports to railway stations, and customer feedback shows our self-serve checkouts are popular for their convenience and speed.’
‘Our supermarkets employ more team members than ever before as we expand to cater to a range of [...] shopping needs—from rapid grocery delivery to the traditional in-store experience, as well as other convenient options like Direct to Boot.’
‘We know some customers prefer to be served by a team member, and that's why there is always that option in all of our stores.’
‘We know there [are] many different opinions on the use of this technology, and that's why we have a range of ways for customers to complete their shop,’ they explained.
‘Self-service checkouts are a great option for customers because they offer convenience and efficiency when shopping in our stores to help customers check out more quickly and pack their bags [how] they like,’ a Coles spokesman explained.
He continued: ‘Over the past year, we have seen greater customer satisfaction and uptake in our self-service options. Of course, if customers prefer to be served by a team member, someone will always be available in the service area to serve them.’
‘We have never been more committed to supporting Australians with employment opportunities, having recruited an additional 22,000 team members compared to five years ago.’
The company views the technology as a win-win situation as it not only efficiently serves customers but also frees up staff to focus on customer service, stock replenishment, and store presentation.
National Store Operations Director Hayden Pierce said on the company website: ‘ALDI stores will continue to operate with both self-checkouts and staffed checkouts, so customers will still be able to choose the option they prefer.’
‘Customers can ask an ALDI employee to open a staffed checkout if there is not one already available,’ he added.
‘One of our priorities at Costco is our members' shopping experience,’ Costco Managing Director Patrick Noone shared.
‘Our members have responded positively to self-serve checkouts, which are a great way of enhancing convenience in the warehouses.’
‘We have them in five of our Australian warehouses, Canberra, North Lakes, Adelaide, Marsden Park and Lake Macquarie, with plans to expand to more warehouses in the future,’ he added.
He continued: ‘Despite this, we believe our staffed checkouts are integral to providing members with a personalised service, so they will remain a large part of the Costco shopping experience.’
‘We appreciate that self-service provides convenience, especially when customers are in a hurry or only have a few items. But when it comes to human connection, nothing can replace the experience of face-to-face interaction at our checkouts,’ they explained.
‘We hear hundreds of stories a week across our network about the unique interactions between various communities and store team members, so we know that a friendly "How is your day going?" can make someone’s day,’ they added.
The spokesperson expressed: ‘We also know that whether it’s a parent trying to juggle their children and their groceries, or an elderly customer who needs a helping hand with their items, the support of our team at the checkouts is a huge help to our community.’
Research by consumer group Canstar Blue found opinions amongst shoppers are polarised about the technology—41 per cent prefer staffed checkouts, while 34 per cent opt for self-serve.
Canstar Blue Editor-in-Chief Christine Seib stated: ‘While shoppers have some understandable objections to self-serve checkouts—ranging from the impact on jobs to the principle of paying higher grocery prices while also taking on the task of checking-out their shopping—the fact that a third of shoppers would rather use a self-serve checkout means rolling back their use would likely upset a big group of shoppers.’
Some experts argue supermarkets still need a mix of options. 'There will always be consumers who want a personalised experience and prefer social interaction while others just want to dash in and out,' said Retail Expert Professor Gary Mortimer.
So, while overseas retailers may be ripping out their self-checkouts, don’t expect our big Aussie supermarkets to do follow any time soon.
What’s your take on the supermarkets’ stance on self-serve checkouts, members? Let us know in the comments below!
While it is a contentious issue worldwide, major retailers in the UK and the US have started ditching the machines.
In a previous story, it was revealed that British grocery giant Booths recently removed all its self-checkouts after shoppers complained they were slow, unreliable and impersonal. You can read more on that here.
Meanwhile, in the US, Costco has scrapped most self-serves, and Walmart is also moving away from the technology.
So, will Aussie retailers like Coles and Woolworths soon remove their self-checkouts too?
Retailers in the UK and US removed self-serve checkouts in their stores. Credit: Shutterstock
While the supermarkets’ previous statements point to a ‘No’, they’ve now given a more in-depth response to why self-serve checkouts are here to stay.
Woolworths
A Woolworths spokesperson said millions of transactions are made on their self-checkouts daily, and customer feedback shows they are popular for speed and convenience.They added: ‘The use of self-service technology is commonplace from airports to railway stations, and customer feedback shows our self-serve checkouts are popular for their convenience and speed.’
‘Our supermarkets employ more team members than ever before as we expand to cater to a range of [...] shopping needs—from rapid grocery delivery to the traditional in-store experience, as well as other convenient options like Direct to Boot.’
‘We know some customers prefer to be served by a team member, and that's why there is always that option in all of our stores.’
‘We know there [are] many different opinions on the use of this technology, and that's why we have a range of ways for customers to complete their shop,’ they explained.
Coles
On the other hand, Coles stated over two-thirds of shoppers now prefer self-serve checkouts, and the usage continues to climb.‘Self-service checkouts are a great option for customers because they offer convenience and efficiency when shopping in our stores to help customers check out more quickly and pack their bags [how] they like,’ a Coles spokesman explained.
He continued: ‘Over the past year, we have seen greater customer satisfaction and uptake in our self-service options. Of course, if customers prefer to be served by a team member, someone will always be available in the service area to serve them.’
‘We have never been more committed to supporting Australians with employment opportunities, having recruited an additional 22,000 team members compared to five years ago.’
ALDI
Meanwhile, supermarket chain ALDI has announced expanding its self-service checkouts. By the end of the year, approximately 200 out of its 580 stores will have this technology.The company views the technology as a win-win situation as it not only efficiently serves customers but also frees up staff to focus on customer service, stock replenishment, and store presentation.
National Store Operations Director Hayden Pierce said on the company website: ‘ALDI stores will continue to operate with both self-checkouts and staffed checkouts, so customers will still be able to choose the option they prefer.’
Woolworths, Coles, and ALDI stated that self-serve checkouts will not be removed from their stores. Credit: Shutterstock
‘Customers can ask an ALDI employee to open a staffed checkout if there is not one already available,’ he added.
Costco
The Australian branches of Costco, on the other hand, have decided not to implement the same changes as their American counterparts.‘One of our priorities at Costco is our members' shopping experience,’ Costco Managing Director Patrick Noone shared.
‘Our members have responded positively to self-serve checkouts, which are a great way of enhancing convenience in the warehouses.’
‘We have them in five of our Australian warehouses, Canberra, North Lakes, Adelaide, Marsden Park and Lake Macquarie, with plans to expand to more warehouses in the future,’ he added.
He continued: ‘Despite this, we believe our staffed checkouts are integral to providing members with a personalised service, so they will remain a large part of the Costco shopping experience.’
IGA
Among Aussie retailers, IGA remains steadfast in resisting self-serve checkouts. An IGA spokesperson stated, ‘Although some of our IGA stores have a self-serve option, the priority is, and always has been, people first in our stores.’‘We appreciate that self-service provides convenience, especially when customers are in a hurry or only have a few items. But when it comes to human connection, nothing can replace the experience of face-to-face interaction at our checkouts,’ they explained.
‘We hear hundreds of stories a week across our network about the unique interactions between various communities and store team members, so we know that a friendly "How is your day going?" can make someone’s day,’ they added.
The spokesperson expressed: ‘We also know that whether it’s a parent trying to juggle their children and their groceries, or an elderly customer who needs a helping hand with their items, the support of our team at the checkouts is a huge help to our community.’
Research by consumer group Canstar Blue found opinions amongst shoppers are polarised about the technology—41 per cent prefer staffed checkouts, while 34 per cent opt for self-serve.
Canstar Blue Editor-in-Chief Christine Seib stated: ‘While shoppers have some understandable objections to self-serve checkouts—ranging from the impact on jobs to the principle of paying higher grocery prices while also taking on the task of checking-out their shopping—the fact that a third of shoppers would rather use a self-serve checkout means rolling back their use would likely upset a big group of shoppers.’
Some experts argue supermarkets still need a mix of options. 'There will always be consumers who want a personalised experience and prefer social interaction while others just want to dash in and out,' said Retail Expert Professor Gary Mortimer.
So, while overseas retailers may be ripping out their self-checkouts, don’t expect our big Aussie supermarkets to do follow any time soon.
What’s your take on the supermarkets’ stance on self-serve checkouts, members? Let us know in the comments below!
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