As the retail world continues to evolve, supermarkets have been seeking ways to streamline the customers' shopping experience.

One of the most significant changes in recent years has been the introduction and expansion of self-checkout systems.

These systems, designed to allow customers to scan and pay for their purchases without a cashier's assistance, have been met with mixed reactions.

The latest feature to hit the self-checkout scene is causing quite a stir among shoppers.

The new feature in question is a security measure that would play back footage of customers during their self-checkout transactions.

This innovation aimed to deter theft—which has been on the rise according to Australian Bureau of Statistics (ABS) figures.

The report showed a 17 per cent increase in retail theft, with a 'steady increase' in 2023.

Coles continues to update their self-service checkout counters to combat theft. Image Credit: Shutterstock/Daria Nipot

Supermarkets like Coles have already implemented this technology to combat the issue. However, it had customers divided.

Some customers appreciated the technological advancements for the sake of security and efficiency.

They saw the usage of CCTVs, electronic article surveillance (EAS), and skip scan technology as a necessary step to protect the store's assets.

These customers valued the quick and easy checkout process, especially when in a rush.

However, a significant portion of the shopping public felt uncomfortable with the level of surveillance at self-service checkouts.

Some shoppers expressed that they felt like supermarket staff rather than customers.

The debate extended beyond privacy concerns to the functionality and staffing of these self-service areas.

A mother and her autistic son shared their self-checkout experience at a Coles supermarket.

The mum shared that the process could have been more intuitive to avoid confusion and the need for further assistance.

With only one supervisor available to help with the mum and her son's issues, customers can be left waiting—which could defeat the purpose of a quick and convenient shopping trip.

The story of the mum and son's encounter with the new self-checkout feature should be a reminder for shoppers across the country.

While technology may be helpful, it is also not foolproof.

Life skills such as shopping and budgeting are essential, and self-checkouts could be a great tool.

However, whenever technology glitches out, it could also lead to frustration and a negative shopping experience.

Supermarkets face the challenge of balancing the need for security with the desire to provide a seamless customer experience.

Key Takeaways

• A mum with her child with special needs shared their experience with the new self-service checkout technology at Coles.
• Coles' new self-checkout features include CCTV footage of customers doing their transactions, which staff could review at any time.
• A Coles spokesperson revealed that these security measures, along with electronic article surveillance (EAS) and new skip scan technology, were placed to reduce theft.
• According to ABS data, retail theft has been on a steady rise since last year, indicating a 17 per cent increase in related incidents.

Are you in favour of the new self-checkout features, or do you long for the days of personal interaction and less surveillance? Share your thoughts and experiences with us in the comments below.

 

[wendell]

QUEUES DURING PEAK TIMES
One or two teller(s) in a shop during lunch/peak times is rediculas and frustrating. It happens often.
Bring back teller staff.
LOSS OF JOB
By using the self serve tills it shouts out that its ok for us to take jobs away from those who need to feed themselves and their families.
Bring back teller staff.
SURVEILLANCE
I hate that I'm being surveyed. Seeing myself on camera as I swipe my groceries is disturbing, to say the least. Its wrong, it takes away our rights to privacy.
All self-serve cameras should be removed.
Just a few of my personal gripes.

You are right if they had all check outs manned with humans as was the case before SS there would be no big queues The way it’s going those big queues will be at SS Can’t win or as I see it these days business is dog eat dog in a lot of cases -

 

[relljube]

I know just saw it. I thought I had put assistant

is there a difference?

 

[Jest]

i will accept anything that stops the theiving mongrels who up the price of items.

 

[wendell]

i will accept anything that stops the theiving mongrels who up the price of items.

Prices go up regardless. You only have to look at their profits They get everything their way
Producer of goods pay extra for placement on shelves producer puts on own specials. It’s win win for supermarket

 

[Veggiepatch]

When are we going to see a sign at the entrance of supermarkets, banks and other retailers such as this?

CONDITIONS OF ENTRY
​

All religious headwear, such as the turban, hijab, pandama and burzinqa must be removed on entering this store.

Shoppers not complying to this request will be refused admittance and police may be called to remove you from the premises.

The purpose of these conditions is for security and facial recognition requirements.

Do you think that this is unreasonable? Well, try wearing a full face motorcycle helmet into you local Coles or Westpac and see the reaction from staff.

 

[DLHM]

When are we going to see a sign at the entrance of supermarkets, banks and other retailers such as this?

CONDITIONS OF ENTRY
​

All religious headwear, such as the turban, hijab, pandama and burzinqa must be removed on entering this store.

Shoppers not complying to this request will be refused admittance and police may be called to remove you from the premises.

The purpose of these conditions is for security and facial recognition requirements.

Do you think that this is unreasonable? Well, try wearing a full face motorcycle helmet into you local Coles or Westpac and see the reaction from staff.

I agree wholeheartedly!

 

[Bernice S]

If supermarkets are really interested in bringing down Mn theft then they should bring back customer service checkouts.
I resent being treated like a their every time I shop.

 

[Jest]

Prices go up regardless. You only have to look at their profits They get everything their way
Producer of goods pay extra for placement on shelves producer puts on own specials. It’s win win for supermarket

they run and own the business and whoever runs at a loss. I do not know how they run or what their rules are. all i know i go to the stores and i hope everyone is honest. naive maybe. how about blaming the labour government and not the sellers.??

 

[I'm Mal]

Have never used and will never use a self checkout. If a normal register is not available or if they refuse to open one, I simply leave the trolley full of groceries and walk out.

 

[emcneil1947&gmail.com]

I hate self check outs. Keep people in jobs, use the personal checkouts. WHY do people have to keep changing things. Take us back to the GOOD OLD DAYS. I am in my late 70s, I have managed my life very well with growing up in the 50s-2024.

 

[jay2]

I dont use self serve checkouts because I believe they put someone out of a job, I like the personal touch I like to say hello and have a brief conversation with the operator. Living in a rural town ,you know most people , its a connection thing. If I want a self serve , I will buy online. People no longer talk to each other like we once used too. We are very much divided, which makes people not trust or be less careing towards each other.

 

[Ebby]

We were going through the self serve checkout when a product didn’t scan so I called the ass over and made her aware of the problem. She managed to get it to scan but then bought up all my previous scanned items, which I found confronting and made me feel like a thief. I was uncomfortable and asked her why she did that to which she said there might have been other items you could not scan! WOW is this what shopping at Coles has become?

l would have just left and told her to stick the items where the sun don't shine How embarrassing for you

 

[Zeldian]

I think we should get a discount for using self serve checkouts, we pay too much for our groceries now, it is just rubbing salt into the wound to have to do it yourself. What happened to service? The extra money they are making by not having to pay operators is not reflected in savings.

 

[PepeLePew]

Won't affect me, I don't & have never used used self serve checkouts. I don't work there so I shouldn't have to do their job for them without any pay. If people serve themselves does that make them an employee, then shouldn't they get an invite to the staff Xmas Party??

 

[havingadoggyday]

No I do not use self serve checkouts. I am not a paid staff member I receive NO discount for scanning my own groceries. Apparently staff keep watching you & they want you to scan in a certain order. No way!

We were told the other day as my elderly husband and I approached the self serve,after perusing our trolly,MAKE SURE YOU SCAN TJE TOILET PAPER AND BIG BOX OF WATER FIRST OK???What difference is it to them,I can't possibly steel them..... wouldn't all the alarms go.off,the door close on my way out and my trolley wheels lock at Coles???
Is I'd all that just BS to scare us

 

[Annna]

We are not forced to do anything. If you don’t like self serve check outs, don’t use them. Not all pensioners are confused or need to have a chat with someone while shopping. I like self serve check outs, so do my friends. It is called CHOICE.

It's less of a choice though when you have 6 to 8 self serve stations and 1 human checkout operator.

Being forced to be 6th in a line to a human checkout operator is in my opinion, not a freely made choice.

 

[Hollingworthlake]

I hear you , personally don’t care about surveillance but have to say that I just don’t worry ax we can shout it from the rooftops and nothing will change so I save my worries for something I might be able to change

 

[Hollingworthlake]

Talking about lack of tellers in shops at lunchtime. What about the lack of them in Banks at lunchtime. - it’s a joke And I guess that’s the Banks that haven’t closed!!

 

[Hollingworthlake]

This is forced on us .Not happy with scanning as it is confusing for the age pensioners.And it a slower process.You need to have checked outs with a human behind the register.It not right to be doing some one job for them you interactions with the person behind the register can make you start of the day more pleasant

 

[BabsL]

Absolutely NOT! The USA and UK has realised that self-service means higher theft and angry customers. After shoving self-service down our necks, both the USA and UK are ripping out many self-service units and RETURNING TO FULLY STAFFED CASH REGISTERS! Good on them for waking up to the fact that people do NOT want to be treated like objects and always under suspicion!
Silly, staid, unhelpful over-paid exec idiots in Australia are still trying to FORCE self-service whilst still moaning about increased theft
The way to lower theft is to RETURN to Staffed Register Checkouts.
The UK and USA now have LOWERED the in-store thefts by going back to employing FULLY STAFFED CHECKOUTS. People need and want interaction to build RESPECT, and friendships, in our supermarkets.