Have supermarkets reached peak self-scan?

In recent years, many supermarkets have encouraged customers to use self-checkout machines to scan their groceries. However, some of these stores are now reconsidering this approach and are shifting back to having more staffed checkouts. Asda, one of the largest supermarket chains in the UK, has announced that it will increase the number of staff at its checkouts. Similarly, Morrisons has acknowledged that it may have 'gone too far' with the implementation of self-service checkouts. In fact, Booths, a smaller and more upscale supermarket chain, has completely eliminated self-checkout machines from its stores. Customers have expressed various complaints about self-service checkouts, particularly the frustrating 'unexpected item in the bagging area' message that often appears when there is a problem. Despite these complaints, some shoppers appreciate the convenience of self-checkouts, as they can help them avoid long lines and unnecessary conversations with cashiers. The number of self-scan machines has surged over the past two decades, reaching approximately 80,000 across the UK. Morrisons' chief executive has stated that the store may have overextended itself with self-checkout machines. While these machines can enhance productivity, many customers find them inconvenient, especially when they have a full shopping cart. As a result, the company is currently reviewing its self-service checkout strategy and plans to reduce the number of these machines in favor of staffed checkouts. This decision comes after the realization that they may have reached a saturation point with self-service options. Booths, a smaller supermarket chain located in northern England, has opted to remove self-checkouts entirely. For customers like Beverley Hyrb from Oldham, the self-checkout experience has become increasingly bothersome. She expressed her discomfort with the cameras present on some self-checkout machines, stating, 'You see an image of yourself moving about and I don’t like it. I’d rather get in a queue. ' Beverley also highlighted the mental health benefits of interacting with staff while grocery shopping, especially for individuals who live alone. Engaging in small talk about the weather or current events can provide a sense of connection and community. On the other hand, some individuals find self-checkouts to be challenging. Anna Kenyon, a deaf shopper from Manchester, shared her struggles with self-service machines, as she cannot hear the beeping sound when scanning items. She prefers the assistance of human cashiers who can better accommodate her needs. 'People are much better at adapting to my condition,' Anna remarked, emphasizing the value of personal interactions. She fondly recalled positive experiences at Aldi, where a cashier even began signing with her, creating a meaningful connection. Julie Yates, a mother of two adult sons with autism, noted that self-checkouts provide her sons with a sense of independence. 'They can be in and out without having to interact with anyone,' she explained. However, she also appreciates the social interaction that comes with using a staffed checkout alongside her mother. For Trevor Springford, a 74-year-old resident of Dunbar, self-checkouts represent a quick and efficient way to shop without the hassle of waiting in line or engaging in conversation. He is pleased to learn that self-checkouts will remain available for the foreseeable future. For those who dislike self-checkouts, it appears that more staffed checkouts will be introduced in the coming months. The British Retail Consortium, which represents many of the UK's major supermarkets, has not confirmed whether this indicates a gradual phase-out of self-service machines. A spokesperson stated, 'Retailers will adapt checkout systems across their different stores to meet the diverse needs of their customers. ' Ged Futter, a director at a supermarket consultancy, emphasized the importance of customer feedback in shaping these changes. 'Retailers will always be looking at costs, but if it impacts customer experience, it can be detrimental to business,' he noted. The BBC reached out to major supermarket chains to inquire about potential changes to their checkout systems. Tesco, Lidl, Co-Op, and Waitrose confirmed that they would continue to offer both self-checkouts and staffed checkouts. Marks and Spencer mentioned that their stores have different formats to cater to various customer needs, ensuring that at least one staffed checkout is always open. Aldi and Sainsbury's did not respond to the BBC's inquiries. Tesco, the largest supermarket chain in the UK, stated that it introduced self-checkout machines nearly 20 years ago and takes pride in offering customers a choice. They also mentioned that customers can always request a staffed checkout if needed. Under the Equality Act, businesses are required to make reasonable adjustments to ensure that disabled individuals are not disadvantaged. Fazilet Hadi, head of policy at Disability Rights UK, argued that customers should not have to ask for a staffed checkout to be opened, as staff members may not always be easily visible. She acknowledged that what is reasonable for a large supermarket may differ from what is reasonable for a smaller shop. Mel Merritt, head of policy and campaigns at the National Autistic Society, pointed out that some individuals may prefer the reduced level of social interaction provided by self-service checkouts, while others may require more support and benefit from having staff available at checkouts.