Are self-service checkouts the future or just a customer annoyance?

Are self-service checkouts the future or just a customer annoyance?

Self-service checkouts, also known as self-service checkouts, have long since become a common sight in German retail. The trend, which has found its way into supermarkets, discounters and drugstores, is enjoying varying levels of response. Loud Mercury Many customers are skeptical and express their concerns primarily in online discussions.

A survey by YouGov showed that almost two thirds of Germans use self-service checkouts. 19 percent always use these payment methods and 43 percent sometimes use these payment methods. However, a significant proportion of consumers remain reluctant: 24 percent refuse to use self-service checkouts and 13 percent have never tried them. The reasons for the skepticism are varied. Many customers feel overwhelmed by the technology or complain about the additional work involved in scanning and weighing.

Advantages and disadvantages of self-service checkouts

The self-service checkouts have been expanded more and more in recent years. In 2023 there were already over 16,000 of them, while in 2021 the number was less than 7,300. Of the approximately 710,000 checkouts in German retail, they make up around 38,650, which means that every 18th checkout is a self-service checkout. Around two thirds of these checkouts can be found in grocery stores, and large retail chains such as Lidl and IKEA are also relying on this trend.

Proponents of self-service checkouts emphasize the shorter waiting times, especially if you only have a few items. In addition, self-service checkouts are seen as an opportunity to streamline the shopping process. However, there are some negative aspects that should not be ignored. Critics complain about the feeling of impersonal encounter that comes with self-service checkouts, while 54 percent of those surveyed prefer personal contact. In addition, 31 percent find the operation uncomfortable and 27 percent find the process complicated.

The staff and the future of the self-service checkouts

In retail there are also voices from employees who do not see self-service checkouts as a threat. According to those responsible, they say that these funds are a relief and will not result in any job cuts. Retail companies are trying to adapt to the increased shortage of skilled workers by introducing self-service checkouts. Frank Horst, an expert at EHI, sees no significant influence of self-service checkouts on the theft rate, even if retailers ensure that technical aids such as camera surveillance are used.

Overall, it remains to be seen how this trend will develop. Consumers' shopping habits are changing, and with the steady increase in stores offering self-service checkouts exclusively, customers may soon be faced with a choice: convenience versus personal approach. A new rating system for self-service checkouts shows that 31 percent of customers would occasionally be open to a store with only self-service checkouts. Whether the purchase decision ultimately falls on one of the two sides will undoubtedly remain exciting.

How will customers continue to behave? The self-service checkout journey is riddled with challenges and opportunities that we will be watching like a hawk. And perhaps it is this mix that makes modern retail shopping so exciting.