Shoppers at discount retailer Home Bargains have expressed frustration over the increasing use of self-service tills, with some vowing to boycott stores that rely heavily on the machines. The backlash comes amid a broader trend of retailers adopting self-checkout technology, which many customers find inconvenient and impersonal.
According to a 2014 poll, 93% of people dislike self-checkouts, and they have been linked to increased theft. Critics argue that the machines often malfunction, leading to longer wait times and customer annoyance. In a test conducted by journalist Jenni Murray, staffed checkouts were faster in every instance across eight major shops.
Retailers have attempted to improve the experience by changing the machine's voice or adding festive greetings, but these efforts have met with mixed success. Morrisons, for example, reverted to employing more staff after 67% of customers expressed anxiety about using the machines.
Home Bargains has not yet commented on the customer revolt, but the company may face pressure to reconsider its self-service strategy as shoppers demand more human interaction and efficiency at the checkout.
