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?

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.

Key Takeaways

• Self-serve checkouts are here to stay in Australian supermarkets, despite some overseas chains, like Booths in the UK and Costco in the US, removing them due to customer feedback.
  
• IGA is one chain favouring personalised service over self-serve checkouts, while major supermarkets Coles, Woolworths, ALDI and Costco Australia have no plans to scrap self-serve options.
  
• A Canstar Blue survey found that Australian shoppers are divided on self-serve registers, with 41 per cent preferring to be served at the check-out and 34 per cent finding it quicker and more convenient to do it themselves.
  
• Experts believe Australian supermarkets are unlikely to follow the lead of overseas chains, and retailers need a combination of self-serve and staffed checkouts to meet customer demand.
  

What’s your take on the supermarkets’ stance on self-serve checkouts, members? Let us know in the comments below!

 

[Veggiepatch]

A lot of the younger employees don't know how to interact with customers with only minimal talking exchanged.

Maybe if I use a "mobile phone screen" face mask, I could get served quicker and more efficiently? Most probably!

 

[Moses1]

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?

View attachment 35205

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.’

View attachment 35206

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.

Key Takeaways

• Self-serve checkouts are here to stay in Australian supermarkets, despite some overseas chains, like Booths in the UK and Costco in the US, removing them due to customer feedback.
• IGA is one chain favouring personalised service over self-serve checkouts, while major supermarkets Coles, Woolworths, ALDI and Costco Australia have no plans to scrap self-serve options.
• A Canstar Blue survey found that Australian shoppers are divided on self-serve registers, with 41 per cent preferring to be served at the check-out and 34 per cent finding it quicker and more convenient to do it themselves.
• Experts believe Australian supermarkets are unlikely to follow the lead of overseas chains, and retailers need a combination of self-serve and staffed checkouts to meet customer demand.

What’s your take on the supermarkets’ stance on self-serve checkouts, members? Let us know in the comments below!

It maybe just the area I live in but I see the self serve checks almost idle whilst there are queues at the manned checkouts, so it's hard for me to see that many prefer the self serve check out. Unless they are just talking Melbourne and Sydney.

 

[gamiry]

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?

View attachment 35205

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.’

View attachment 35206

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.

Key Takeaways

• Self-serve checkouts are here to stay in Australian supermarkets, despite some overseas chains, like Booths in the UK and Costco in the US, removing them due to customer feedback.
• IGA is one chain favouring personalised service over self-serve checkouts, while major supermarkets Coles, Woolworths, ALDI and Costco Australia have no plans to scrap self-serve options.
• A Canstar Blue survey found that Australian shoppers are divided on self-serve registers, with 41 per cent preferring to be served at the check-out and 34 per cent finding it quicker and more convenient to do it themselves.
• Experts believe Australian supermarkets are unlikely to follow the lead of overseas chains, and retailers need a combination of self-serve and staffed checkouts to meet customer demand.

What’s your take on the supermarkets’ stance on self-serve checkouts, members? Let us know in the comments below!

I will NOT use these wretched things. I don't trust them, they take jobs, can't speak or smile. I'll stick to the beautiful people at IGA who have all I need at the checkout including a cheerful assist with my shopping back to my disability scooter. Thank you Rodney and staff. I LOVE YOU ALL.

 

[Judibing]

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?

View attachment 35205

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.’

View attachment 35206

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.

Key Takeaways

• Self-serve checkouts are here to stay in Australian supermarkets, despite some overseas chains, like Booths in the UK and Costco in the US, removing them due to customer feedback.
• IGA is one chain favouring personalised service over self-serve checkouts, while major supermarkets Coles, Woolworths, ALDI and Costco Australia have no plans to scrap self-serve options.
• A Canstar Blue survey found that Australian shoppers are divided on self-serve registers, with 41 per cent preferring to be served at the check-out and 34 per cent finding it quicker and more convenient to do it themselves.
• Experts believe Australian supermarkets are unlikely to follow the lead of overseas chains, and retailers need a combination of self-serve and staffed checkouts to meet customer demand.

What’s your take on the supermarkets’ stance on self-serve checkouts, members? Let us know in the comments below!

I avoid self serve like the plague. Being in a mobility scooter I find them almost impossible to handle and I don’t use card. I find it much more convenient to be able to go through the normal checkout.
I always pay by cash too and frequently have to go into the local Supermarket to grab the odd item not available in Aldi. Having recently discovered that the ‘few items’ checkout in my local Woolworth has gone card only I will no longer be going there. Always preferred Woolies to Coles, but will try Coles now. If they’ve gone the same way, thankfully there’s a IGA just down the road. That’s after I’ve done my majority shop at Aldi.

 

[HelenPSmith]

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?

View attachment 35205

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.’

View attachment 35206

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.

Key Takeaways

• Self-serve checkouts are here to stay in Australian supermarkets, despite some overseas chains, like Booths in the UK and Costco in the US, removing them due to customer feedback.
• IGA is one chain favouring personalised service over self-serve checkouts, while major supermarkets Coles, Woolworths, ALDI and Costco Australia have no plans to scrap self-serve options.
• A Canstar Blue survey found that Australian shoppers are divided on self-serve registers, with 41 per cent preferring to be served at the check-out and 34 per cent finding it quicker and more convenient to do it themselves.
• Experts believe Australian supermarkets are unlikely to follow the lead of overseas chains, and retailers need a combination of self-serve and staffed checkouts to meet customer demand.

What’s your take on the supermarkets’ stance on self-serve checkouts, members? Let us know in the comments below!

The reason why Coles says that 2/3 of customers prefer self-service is that they only open one or two service checkouts so people get frustrated standing in the queues.
While I’m not a fan of self-service checkouts, I must admit that they do have their place. Full service checkouts are still essential to keep though.

 

[DLHM]

Alright not a supermarket but Big W at Tuggerah. Yesterday I spent around 50 minutes wandering through, picking up the stuff I wanted to purchase. Got to the front of the store - no one was on the registers (not even the self service). So I went to the young fellow standing at the front and asked him was anyone working on the assisted registers. No. Did I need help with the self-service? No, I will not use them. The look on his face was absolutely stunned when I transferred what I had in my arms to his and said well then you can put these things back thank you and walked away.

I feel sad for the young fellow that was trying to be helpful. Although you felt annoyed at the checkout situation, he’s not the one to blame, yet he had to tolerate your actions.

 

[DLHM]

Self serve checkouts save time my arse! In my experience, there is an increasing trend for these automated pains to lock up with the recorded message of "unexpected item in bagging area" or "have you left something in your trolley?" What does this result in? A staff member saunters over at a snail's pace to rectify a problem that should not occur in the first case! The "perceived" time saving procedure is taking more time than waiting five people deep at a manned checkout.

So much for "modern" technology!

I guess I’m just lucky with my self serve experiences. I find they save time. If I do have a recoded message, there is someone to assist me quickly and in a friendly manner.
PS - I’m not a former checkout chick and I don’t personally know anyone who works in places that have self serve checkouts.

 

[Tootie]

I avoid self-serve checkouts. Give me an assisted checkout any day. Our supermarkets should learn from what they are doing overseas. If we followed overseas by introducing self-serve, then we should follow in reversing them. Enough said!

 

[Shirley Sargent]

The whole family avoid self service checkouts at all costs. They take away employment and attract dishonest people.

 

[Johan van Zalen]

I am happy using both it depends on how much l need to put through the checkout. But if there is a nice looking woman at the checkout l will go there every time

 

[melda miriam crimeen]

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?

View attachment 35205

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.’

View attachment 35206

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.

Key Takeaways

• Self-serve checkouts are here to stay in Australian supermarkets, despite some overseas chains, like Booths in the UK and Costco in the US, removing them due to customer feedback.
• IGA is one chain favouring personalised service over self-serve checkouts, while major supermarkets Coles, Woolworths, ALDI and Costco Australia have no plans to scrap self-serve options.
• A Canstar Blue survey found that Australian shoppers are divided on self-serve registers, with 41 per cent preferring to be served at the check-out and 34 per cent finding it quicker and more convenient to do it themselves.
• Experts believe Australian supermarkets are unlikely to follow the lead of overseas chains, and retailers need a combination of self-serve and staffed checkouts to meet customer demand.

What’s your take on the supermarkets’ stance on self-serve checkouts, members? Let us know in the comments below!

I don't like them at all, I prefer to be able to interact with a staff member who packs my items for me because I cannot hold my walker to be able to stand up and pack my own items, besides in my opinion I feel that much safer with staff members serving me rather than taking the risk of falling over while trying to pack the items myself.

 

[melda miriam crimeen]

I don't like them at all, I prefer to be able to interact with a staff member who packs my items for me because I cannot hold my walker to be able to stand up and pack my own items, besides in my opinion I feel that much safer with staff members serving me rather than taking the risk of falling over while trying to pack the items myself.

 

[The winner is]

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?

View attachment 35205

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.’

View attachment 35206

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.

Key Takeaways

• Self-serve checkouts are here to stay in Australian supermarkets, despite some overseas chains, like Booths in the UK and Costco in the US, removing them due to customer feedback.
• IGA is one chain favouring personalised service over self-serve checkouts, while major supermarkets Coles, Woolworths, ALDI and Costco Australia have no plans to scrap self-serve options.
• A Canstar Blue survey found that Australian shoppers are divided on self-serve registers, with 41 per cent preferring to be served at the check-out and 34 per cent finding it quicker and more convenient to do it themselves.
• Experts believe Australian supermarkets are unlikely to follow the lead of overseas chains, and retailers need a combination of self-serve and staffed checkouts to meet customer demand.

What’s your take on the supermarkets’ stance on self-serve checkouts, members? Let us know in the comments below!

 

[The winner is]

I don't like them at all, I prefer to be able to interact with a staff member who packs my items for me because I cannot hold my walker to be able to stand up and pack my own items, besides in my opinion I feel that much safer with staff members serving me rather than taking the risk of falling over while trying to pack the items myself.

I agree, i much prefer a chat and have my bag packed. Also I hate the thought that they think I'm stealing something. Self checkouts give me the feeling I am doing something wrong.

 

[David567]

As usual Coles and Woolies spokspersons are full of BULLSHIT. I am yet to see more than one staff operated checkout without a line up. I have started dumping stuff on the checkout and walking out. Our local Aldi store 80 k's away still have full service and it's worth the drive to save money.

 

[DLHM]

I don't like them at all, I prefer to be able to interact with a staff member who packs my items for me because I cannot hold my walker to be able to stand up and pack my own items, besides in my opinion I feel that much safer with staff members serving me rather than taking the risk of falling over while trying to pack the items myself.

In your situation and others who have mobility issues, I agree that being served by a staff member is the best option. You’re right…it’s much safer to be served than taking the chance of injuring yourself.

 

[Mr Chips]

Self serve is mainly OK if you only have one or two items but you still need someone to check your bag BEFORE you check and pay for your items. That brings up the legallity of that someone being able to recheck your bags afterwards so does this actually encourage shoplifting? That's a direct cost issue which I believe is getting much worse because of the cost of living issues. If you make an entry that is incorrect or the barcode is an issue it takes some time for you to find the shop assistant and for them to correct it. They are not very chatty either so it is often a very clinical process. I say go to the corner store even if they are a bit more pricey. They often have nicer products and there is usually someone you can at least get a smile from. Bugger the supermarkets, they only deserve a smaller portion of my grocery business because I can neither afford it and it is unpleasant when visiting them.

 

[DLHM]

As usual Coles and Woolies spokspersons are full of BULLSHIT. I am yet to see more than one staff operated checkout without a line up. I have started dumping stuff on the checkout and walking out. Our local Aldi store 80 k's away still have full service and it's worth the drive to save money.

Most people who are hired to be a spokesperson for their company would have to be proficient at the art of BS.

 

[chinkapook]

I hate self serve.I think it is nicer to talk to someone. Why should someone be out of a job?

 

[magpie1]

While some enjoy the efficiency of self serve for only a small number of items....there are a lot of shoppers who do a weekly shop for families and the self serve option is a no go....they rely on a cashier to process the large amounts of goods they have purchased.....it seems that the Supermarkets claim that shoppers enjoy 'SELF' service........but forget to mention that many are not HAPPY with few checkouts open for other customers with larger quantities of goods.....seems one type of SERVICE has succumbed to another.