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!

 

[wendell]

Well a lot of feedback here and most people say the do not like self serve but Coles state 2/3 rds of their customers DO What a lot of rot Why make out they do People will always need choices I for one would not need the hassle of self checkout I do like the thoughts from IGA. Customers always come first . They are providing the Service we are providing the $

 

[margaretritchie48]

Self service checkouts are only for small quantities of barcoded items.
Fruit and Veg, forget it. Its slower.
I avoid self service checkouts wherever and as often as possible.
Most of the "freed up" store staff are tied up with click and collect/delivery orders, they block the isles with their large trolly racks and you have to ask them to move to get past.
Customer service is a rapidly dying thing. A lot of the younger employees don't know how to interact with customers with only minimal talking exchanged.

Could not agree more. I usually shop at woolworths (not for meat etc) that still have an express lane. I believe coles have done away with them. As stated before have both types of service but have them manned.

 

[Shane/#]

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's all about profit and greed for the supermarket's not customer service they are becoming more focussed on money than people's job's

 

[KiwiTrish]

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!

Be okay if it was true that there’s always checkout operators to go through yes if you don’t mind waiting in the big lines that’s why the self serve ones are so popular the line on the others are so long

 

[Lladnyl]

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!

 

[Lillie]

I don't think most people like the self serve checkouts they are used because so many checkouts are closed so the wait time to get through a checkout is so much longer. I am retired and have the time to wait to be served. I shop at Coles Springfield Qld and am sometimes waiting in a line of 8-10 people. They have normally 1 sometime 2 checkouts open. I have asked a few times if they could open another checkout and have been told they don't have the staff to man them.

 

[Liz]

Hello Liz, I would be one of the ones who always needed help to learn about the self serve checkouts. Ì think everyone has a right to learn something new, a lot of people learn quickly, a lòt of people like me who needs re-assurance to ask the person there who helps. As with the long line for the self serve checkout it qùickly goes down with the ones who remembers whàt to do and let peopĺe like me to continue doing it at my own pace. Also I go shopping at a time later in the day. There is hardly anybody in the store. I find I can enjoy my time looking at new things. It makes shopping more relaxed.
Take care.

Hi, I don't mind people learning on the self check out machines, it is when there is a long queue at the served register and the operator has to go over to the self serve to fix an error or ask the customer to come over to his register to complete the transaction that irks me. There are obviously not enough staff members on the floor to help the self serve customers if it is left to the register operator to have to stop and do both jobs. Maybe Aldi where I shop needs to employ more staff.

 

[Leodalion63]

Hi, I don't mind people learning on the self check out machines, it is when there is a long queue at the served register and the operator has to go over to the self serve to fix an error or ask the customer to come over to his register to complete the transaction that irks me. There are obviously not enough staff members on the floor to help the self serve customers if it is left to the register operator to have to stop and do both jobs. Maybe Aldi where I shop needs to employ more staff.

Thank you for your reply. I appreciate it.
I haven't got the self serve at Aldi in my area. Must be different states.

 

[Michael W Jones]

My ALDA store has both but the self-service one's own do credit card not cash and only have one check out going so have to wait in line

 

[ToniaKisliakov]

Self service check outs have been in USA etc for years and years
Australia is catching up
So with Self service check outs being phased out in USA etc, why would coles, woolworths admit they made a mistake in investing lots of $$ into Self service check outs?

 

[cheviegirl34]

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 prefer a staffed checkout. K Mart is one of the worst. Whether you use a manned or self serve check out they still check your docket & look at what you have bought. A waste of time. The checkout should be at the exit to the shop. Then there would be no need for people to queue up & be checked out. Stupidity to have a checkout in the centre of the shop!

 

[Rain72]

I like the self-serve checkouts in Bunnings and if I only have a few items to buy in a supermarket. Hopeless for bit grocery orders. I won't use a self-serve checkout if there are not staff hovering to help if there's a problem (which happens often!) I am appalled at the low staff levels in all large stores. There's just nobody to help when you can't find something you need. And I do not believe prices are lower as a result of staff cuts.
When I was a child, a neighbor owned the largest store in town. My uncle drove the grocery delivery van. People ordered groceries and they were delivered to their door. Uncle often even unpacked and put groceries away for them. If anyone was sick or in need, he put the word out and helpers turned up! What a great way to live! The store owner warned that supermarkets coming to town would reduce prices for a short time, then put them up again while destroying lifestyle. He was 100% right! Savings due to technology are always temporary, but the lifestyle sacrifice is permanent.

 

[Aahgee]

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!

 

[BillW41]

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 detest them. Follow the US and UK and ditch them. Whatabout the theft and operational costs?

 

[Aahgee]

The reason self-checkout is gaining popularity in major stores is because there are fewer traditional checkout aisles open. In Coles the other day there were only two traditional checkouts available, one of which was only ‘12 items or less’, and a queue of six at the remaining aisle, forcing people to use self-serve checkout.
I will steadfastly refuse to use self-service checkouts, not only because it takes away jobs but because the store refuses to pay for my time, via a discount. Also, being rural we do fortnightly shops so the areas are far to small to allow emptying one cart into another is not realistic.

 

[gamiry]

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.

As I said yesterday, you can't go wrong with IGA. I also have a scooter which I choose to park just outside and use trolley to make what's left of legs work. My angels wheel my trolley back to my scooter, pack my stuff into the bag on the back, give me a hug and smile and wish me luck. Try them, you can't go wrong.

 

[Glo72]

I don’t mind self serve checkouts. I only use them if I have a few things not a full trolley.

 

[Jennylolo]

I do not believe the supermarkets for one minute! Self service machines constantly "need assistance" and I certainly don't agree with it "freeing up staff"! If that was the case, why can we never find staff to assist? Why do we have to run around the stores looking for a human being when we can't find something or need to ask something or make a complaint about dirty fridges/freezers or an accidental spill? I don't see an increase in "floor" staff anywhere. The opposite in fact.

No. Sorry Woolworths, Coles, etc etc. You've done what other corporates have done. Your "feedback" is a furphy and you only ever have one, possibly two manned checkouts open which always have queues.

You've Cut staff to the bone and hiked prices out of all proportion with reality in order to continue maximising profits for your executive salaries, payrises and bonuses.

never anyone on floor at my stores either. Where are they all?

 

[Parrot]

It’s all very well to say You can ask a ALDI Employee to open out a staffed checkout if there is
One already available BUT. Can You find someone when You need them ?

 

[AlanQ]

I don't like self serve and it annoys me at Aldi when the served checkout operator has to go and help the self serve customers because they don't know what they are doing or there is a problem with the self serve ones, whilst there is a queue for the served checkout. Just give us operators. I am not paid to be a check out operator.

Never seen an Aldi that has a self service section NOT have a staff member full time cruising the section. Aldi isn't immune to the theft of products. Self serve checkouts are a haven for circumventing theft.