One Grocery Store Is Getting Rid Of All Their Self-Service Checkout Machines

Booths Supermarkets Bid Farewell to Self-Service Checkouts

In a departure from the prevailing trend of self-service checkouts, UK-based Booths supermarket chain, often referred to as the “northern Waitrose,” is eliminating most of its self-service tills across 27 stores in Northern England. Responding to customer feedback, Booths prioritizes human interaction, emphasizing a commitment to customer satisfaction. Managing Director Nigel Murray notes, “Our customers have told us… self-scan machines… can be slow, unreliable, and impersonal.”

Booths’ move aligns with its values of providing “high levels of warm, personal care” in contrast to the automation trend. This decision has ignited a debate about the efficacy of self-service checkouts in deterring theft. The British Independent Retailers Association highlights the challenge of retail theft for such systems, questioning their cost-effectiveness.

While Booths plans to retain self-service tills in two stores due to high customer traffic, the decision underscores the supermarket’s historical dedication to personal customer service. The move challenges the dominance of automation, emphasizing the enduring value of human connections in the retail landscape. As the grocery industry evolves, Booths’ choice stands as a reminder that balancing automation with personal service is crucial to meeting diverse shopper needs and preferences.