Self-checkout kiosks are commonplace at supermarkets and big-box stores, but some of the nation’s biggest retailers are now rethinking their self-checkout strategy. Walmart is pulling self-checkout lanes from some stores altogether and bringing back more cashiers. So why keep self-checkout around at all? Here are five reasons why self-checkout should be fired in this week’s Five For Friday.
#5: It’s not your job
You work hard all day, and running a register at your local grocer isn’t your side hustle.
When the self-checkout kiosks first rolled out back in 1987, developers said it helped to solve the biggest complaint from shoppers: long checkout lines. But as self-checkout became more prominent, those lines became formidable in their own right. Plus, you’re not a professional cashier, so it’s going to take longer for you to ring yourself up, and they aren’t giving you a discount for your labor.
People have also blamed the tech for getting rid of cashier jobs. Now when self-checkout lines are backed up, there aren’t enough cashiers around to open another register and get everyone out of there and on their way home.
#4: Produce pitfalls
You finally reach the self-checkout machine with confidence, thinking that while it’s not your day job, you’ve got a handle on the process.
First, you need to figure out how to scan your shopper’s card and get your reusable bags in the right place. But then you hit your next barrier, that big stack of produce. Now you’re forced to remember if it’s a shallot or an onion. And what if the sticker is missing? We’re going to be here for a while.
#3: Help! Human needed.
This has been a pretty harrowing experience so far, and it’s also Friday, so you need to unwind. Try to scan that six-pack of beer or large box of wine and you’ll hear the computer voice telling you to wait for assistance from a real human.
Hopefully, that real human isn’t too busy, otherwise the process is going to take even longer. AI facial recognition could correct this particular identification issue in the future. What could possibly go wrong?
#2: Technical difficulties
No matter how tech-savvy you are, you can’t deny that these machines are somewhat unreliable. Move an item you just scanned too fast or too slow and you will hear about it from the self-checkout voice. Now, you’re publicly arguing with a robot in the middle of the supermarket. That’s not even taking into account the items that aren’t marked properly, or that the machine is just having a bad day.
A survey in 2021 found that 67% of shoppers ran into issues at self-checkout. In the end, you’ll be waiting for the Great and Powerful Oz to help you out again.
#1: Sticky fingers
Self-checkout, by its nature, is all about the bottom line. So it’s no surprise that theft is what’s driving stores to rethink it, not the brutal customer experience.
Straight Arrow News has a whole series on retail shrink if you’re interested in learning more.
A 2016 study found that self-checkouts generate a 4% shrink rate all by themselves, which is more than double the average rate. Researchers also claim self-checkouts can tempt upstanding members of society to turn into petty criminals. There are a lot of scanning tricks people use to get one over on stores, but we aren’t here to teach you these nefarious skills.