Woolworths CEO speaks out on self-service checkout issue
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One of the most polarising topics in Australian supermarkets is self-service checkouts. While many enjoy their convenience, others argue they come at the expense of traditional checkout jobs.
Now, in a message to customers addressing rising grocery costs, Woolworths Group CEO Brad Banducci also weighed in on this passionate debate.
Shopping has become a fairly overwhelming experience with all the self-service checkouts, lack of customer service personnel and long and winding queues.
It's no wonder why it’s one of the most complained about features in Aussie supermarkets. In response to these complaints, Woolworths Group CEO Brad Banducci’s sent 'grocery inflation' update to customers through email.
One topic of discussion was whether Woolies’ focus on technology-driven savings is coming at the cost of in-store personnel.
In the email, Banducci reassured that there are now 'more jobs at Woolies, not less' due to the rise in internet shopping and the need for extra personal shoppers to handpick the online orders.
'Self-service check-outs and the perception that this results in a reduction in team members in-store is a passionate dinner table topic in our house,' he wrote.
'The fact is, we employ more people than ever before and, with the popularity of online ordering, this year we’ve hired 5500 Personal Shoppers, so there’s more jobs at Woolies not less,' he explained.
Mr Banducci’s response comes after Woolworths and Coles addressed whether they’d ever return to manned check-outs only, as major retailers in other countries make such considerations.
The answer to that question, however, was a resounding ‘no’. They’ve now given a more in-depth response to why self-serve checkouts are here to stay.
‘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,’ a spokesperson for Woolworths previously stated.
You can read more about this story here.
A Woolworths spokesperson said that self-service check-outs are popular for their convenience and speed, adding that customers who prefer it the old-fashioned way will always have the option to be served by a team member.
‘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,’ the spokesperson said.
‘Millions of transactions are made using our self-service check-outs every single day.’
‘The use of self-service technology is commonplace from airports to railway stations, and customer feedback shows our self-serve check-outs are popular for their convenience and speed.’ he added.
A Coles spokesperson, on the other hand, said that self-serve check-outs are a 'great option' for customers as they deliver 'convenience and efficiency', given that two-thirds of shoppers prefer to use them.
‘Over the past year, we have seen greater customer satisfaction and uptake in our self-service options. Of course, if customers prefer to be served by a team member, someone will always be available in the service area to serve them.’
‘We have never been more committed to supporting Australians with employment opportunities, having recruited an additional 22,000 Team Members compared to five years ago,’ the spokesperson for Coles added.
Woolworths’ representative also echoed Mr Banducci’s earlier remarks that Woolies has employed more staff to cater to faster grocery delivery, the traditional in-store experience and options like Direct to Boot.
'We know there’s 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,' the spokesperson said.
Meanwhile, Mr Banducci also reminded shoppers of the importance of treating grocery store personnel with respect and kindness.
'During the pandemic, our team members were often considered frontline heroes. Sadly, that goodwill has fallen away. There’s no excuse for this behaviour in our stores or any workplace.'
As Coles and Woolworths are investing millions into new CCTV systems, self-checkout cameras, scanning assistants, and body cameras for staff in an effort to kerb rising cases of theft and abuse faced by retail workers. You can read more about this story here.
What do you think of Mr Banducci’s statement? Share with us your thoughts in the comments below!
Now, in a message to customers addressing rising grocery costs, Woolworths Group CEO Brad Banducci also weighed in on this passionate debate.
Shopping has become a fairly overwhelming experience with all the self-service checkouts, lack of customer service personnel and long and winding queues.
It's no wonder why it’s one of the most complained about features in Aussie supermarkets. In response to these complaints, Woolworths Group CEO Brad Banducci’s sent 'grocery inflation' update to customers through email.
One topic of discussion was whether Woolies’ focus on technology-driven savings is coming at the cost of in-store personnel.
In the email, Banducci reassured that there are now 'more jobs at Woolies, not less' due to the rise in internet shopping and the need for extra personal shoppers to handpick the online orders.
'Self-service check-outs and the perception that this results in a reduction in team members in-store is a passionate dinner table topic in our house,' he wrote.
'The fact is, we employ more people than ever before and, with the popularity of online ordering, this year we’ve hired 5500 Personal Shoppers, so there’s more jobs at Woolies not less,' he explained.
Mr Banducci’s response comes after Woolworths and Coles addressed whether they’d ever return to manned check-outs only, as major retailers in other countries make such considerations.
The answer to that question, however, was a resounding ‘no’. They’ve now given a more in-depth response to why self-serve checkouts are here to stay.
‘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,’ a spokesperson for Woolworths previously stated.
You can read more about this story here.
A Woolworths spokesperson said that self-service check-outs are popular for their convenience and speed, adding that customers who prefer it the old-fashioned way will always have the option to be served by a team member.
‘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,’ the spokesperson said.
‘Millions of transactions are made using our self-service check-outs every single day.’
‘The use of self-service technology is commonplace from airports to railway stations, and customer feedback shows our self-serve check-outs are popular for their convenience and speed.’ he added.
Woolworth said that they will both maintain self-service and manned check-outs as customers have their own preferences. Image: Woolworths
A Coles spokesperson, on the other hand, said that self-serve check-outs are a 'great option' for customers as they deliver 'convenience and efficiency', given that two-thirds of shoppers prefer to use them.
‘Over the past year, we have seen greater customer satisfaction and uptake in our self-service options. Of course, if customers prefer to be served by a team member, someone will always be available in the service area to serve them.’
‘We have never been more committed to supporting Australians with employment opportunities, having recruited an additional 22,000 Team Members compared to five years ago,’ the spokesperson for Coles added.
Woolworths’ representative also echoed Mr Banducci’s earlier remarks that Woolies has employed more staff to cater to faster grocery delivery, the traditional in-store experience and options like Direct to Boot.
'We know there’s 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,' the spokesperson said.
Meanwhile, Mr Banducci also reminded shoppers of the importance of treating grocery store personnel with respect and kindness.
'During the pandemic, our team members were often considered frontline heroes. Sadly, that goodwill has fallen away. There’s no excuse for this behaviour in our stores or any workplace.'
As Coles and Woolworths are investing millions into new CCTV systems, self-checkout cameras, scanning assistants, and body cameras for staff in an effort to kerb rising cases of theft and abuse faced by retail workers. You can read more about this story here.
What do you think of Mr Banducci’s statement? Share with us your thoughts in the comments below!
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