Industry experts sceptical over Australia’s self-service checkout future despite global shift

The decision to embrace staffed checkouts with pay points is part of Booths’ storewide renovations, aiming to elevate the customer shopping experience.

“We’re not great fans of self-checkouts,” said Nigel Murray, Managing Director of Booths, clarifying the company’s position.

“We pride ourselves on great customer service, and you can’t do that through a robot.”

While this shift in strategy has made waves in the UK, alongside reports that Walmart, Costco and Wegmans are among those revising their self-checkout strategies, industry experts are sceptical that a similar change will find footing in Australia’s retail landscape.

Could Australia follow suit?

In Australia, where self-service checkouts have been a fixture for over 15 years, Booths’ move prompts contemplation about the future of automated shopping Down Under.

Martin Kneebone, Managing Director of Fresh Logic and a retail industry analyst, believes the shift away from self-service checkouts is unlikely in Australia.

Mr Kneebone argues that self-serve checkouts process more customers in shorter time frames, aligning with the frequent shopping habits of Australians who prefer baskets over trolleys.

“The self-serve checkouts offer more than serviced check-outs in the same area, and therefore, they will process more customers in shorter time frames,” he said.

Despite concerns about an over-reliance on self-service checkouts in some areas, Australia seems to be enhancing rather than removing this technology, such as the introduction of AI security cameras to combat theft.

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However, concerns have been raised about accessibility issues for seniors and those with disabilities.

Chris Grice, Chief Operating Officer of National Seniors Australia, emphasises the importance of considering the needs of seniors in an increasingly automated landscape.

Some seniors may find self-service checkouts challenging due to technological discomfort or a preference for human interaction.

While it resonated positively with some customers who appreciate the return to human interaction, others lamented the loss of convenience on the Booths Facebook page.

“Bring back self-service. I don’t want to engage with your staff,” wrote one commenter.

Another greatly appreciated the move, congratulating the supermarket chain “for listening to your customers and getting rid of the horrible self-service tills and providing proper customer service.”

The shift was prompted by various other issues, including delays caused by ID checks for alcohol and tobacco purchases and errors in product identification and weight measurement.

Notably, only two of Booths’ busiest stores will retain self-service checkouts.