Booths, a high-end supermarket chain in northern England, has announced it will remove self-checkout tills from all but two of its 28 stores. The decision, which the managing director Nigel Murray described as being based on a preference for human interaction, makes Booths the first UK supermarket to revert to fully staffed checkouts.
Murray told The Grocer that the chain is “not great fans of self-checkouts” and that customer service cannot be delivered through a robot. The move goes against the industry trend, with rivals such as Tesco, Aldi, and Sainsbury’s expanding self-service options, including trolley bays and checkout-free stores.
A Booths spokesperson said the decision was based on customer feedback and a belief that staffed tills provide a better experience. The company, founded in 1847, prides itself on a “warm northern welcome” and aims to sell the best goods in attractive stores with first-class assistants.
Self-checkouts will be retained only in the Lake District stores in Windermere and Keswick, which experience high tourist footfall. Booths introduced the machines six years ago to manage wage costs and improve efficiency, but Murray noted that technical issues, such as problems with age verification for alcohol and incorrect item registration, detracted from the shopping experience.
Industry experts generally view self-service technology as crucial for the future of supermarkets, but Booths’ decision highlights a growing consumer preference for personal service. The chain operates across Lancashire, Cumbria, Cheshire, and Yorkshire.
