Times – they are a-changing!
In the U.S. it’s typical for customers to wait in lines at the checkout counter when making store purchases. Though checkout lines are a long withstanding norm, customer service has evolved over time, with buyers now increasingly expected to perform some of the duties of the store staff. Use of self-service checkouts (SCOs) are also known as assisted checkouts (ACOs) have risen in popularity over the years. They are mainly used in supermarkets, though they may appear in some department and convenience stores.
Not so long ago…
In the not-so-distant past, store staff members typically and exclusively handled ringing up items, bagging them for customers, and accepting payments. Sometimes, they would chat with customers, offer to carry bags to their vehicle, and even help load bags into the customer’s vehicle. However, customer service has made a big swing in many stores –with customers expected to check out on their own!
The evolution
The advent of self-checkout in many stores means that customers are expected do “the work” of checking out themselves – including ringing up their own items, bagging goods, and paying by inserting a credit or debit card or cash into a machine. In fact, the only interaction between customers and store employees is likely to troubleshoot questions with pricing or problems in the bagging area.
Do we like them?
The simple answer is some do, and some don’t. Proponents of self-checkout share that: It’s faster by offering more checkout options. They also perceive less human contact as a benefit. Opponents describe self-check out as: frustrating due to confusion and/or equipment, scanning, or bagging problems. They perceive less human contact to be a drawback.
Why do stores embrace them?
Stores generally embrace self-checkout machines which allow customers to complete their own transactions. It provides some benefits to retailers as one attendant can effectively run up to six checkout lanes – so it ultimately saves them labor costs. However, in addition to user frustration, theft and skip-scanning are commonplace.
A growing controversy
Target, the popular general merchandise seller of household goods, electronics, clothing, groceries, toys, and more is now “pulling back” on self-checkout. They are making changes to limit self-checkout to ten items per customer. Otherwise, customers will have to wait for a human cashier.
But why?
The retailer aims to “…reduce wait times and better understand guest preferences.” Per News 5 Cleveland, “Target has implemented new self-checkout rules at many of its locations as some retailers have said self-checkouts can cause an increase in theft. The new rules will apply at most of Target’s nearly 2,000 locations.” Per the news station, “Target reported that it lost $550 million more in inventory shrink in 2023 compared to 2022, but the company is optimistic changes will slow down shrinkage.”
Who invented self-checkout?
Self-checkout machines, created in the 1980s, are the invention of David R. Humble at Deerfield Beach, Florida-based company CheckRobot, Inc. Humble also invented the original anti-shoplifting security tags found in stores worldwide.
Modern day advances
Throughout time, the technology of self-checkout has expanded. In 2016, Amazon Go began experimenting with a store using cameras and sensors to detect what each customer places in their cart. Customers scan a QR code and start shopping. Ultimately, the program totals up their purchases and bills their account. So, perhaps one day, there will be no lines at all.
How do you feel about self-checkout? Please share your experiences with us!
Self-scan is great for a few items. However, many people take a huge basket full to self-scan and they are so slow it bogs everything down. Keep it for small orders and it is wonderful. It amazes me when I hear how much theft there is. There should be tougher laws enforced against stealing then costs could be better controlled.
I worked hard for 65 years… I want to be serviced! This generation won’t work at a supermarket or Walmart Store… that was my first job and I was grateful to have it… The kids of today need to work and not be idle… “IDLE HANDS ARE THE TOOLS FOR THE DEVIL!”
I like self checkout, although I am not surprised to hear that they have theft by not scanning all items. One thing they can do to reduce instances where an item is missed when scanning items, is to give the customer more space to separate the items scanned from those yet to be scanned. Doing all from the cart could cause you to miss an item. Walmart has some self checkout stations where the items can first be removed from the cart and put on a conveyor so that as you scan, you can place the scanned items in the cart. This reduces missed items. But they don’t have enough of them. Limiting the number of items self scanned can also reduce errors (or theft). There are ways to drastically reduce theft that can be used, but if one wants to steal, they will continue to find ways to circumvent the protections in place.
I absolutely despise self checkout; I do not work for the stores that have self checkout, they have not properly trained me to use their equipment, and they get cranky when unpaid, untrained customers miss something trying to scan products. I have witnessed people shop, place their items in store bags and walk out the front door with impunity. Yet grandma gets jammed up if she fails to scan something. As such, if there are no cashiers working when I go to check out, I leave the basket full of items and leave the store. I have other choices.
To limit human contact in a world where we’re already far too isolated is harmful to the health of society in general.
Ditto on that. Self checkout is not supporting the people that work there earning their paycheck. Also, in self checkout, there’s no human interaction, which is critical for the community. Too many people have become isolated due to many factors. A real person checking you out and trading cash for goods, is a way better interaction in humanity.
I don’t particularly care for self checkout. I enjoy the human interaction. It goes along with my principal reason for going to the store – to have that ‘hands-on’ experience with the product(s) I’m buying. I’d much rather do that versus purchasing online. Yes, there’s a certain level of convenience. But, there’s no substitute for the human interaction at the store. Besides, why take jobs away from people who want to work.
I hate self checkout. I takes away jobs. It’s hard enough to collect my purchases then to have to scan and bag as well. No thanks. They should pay me to do their job.