The rise and fall of self-service checkouts

Self-service checkouts were introduced in the 1980s to enhance the shopping experience by allowing customers to check out quickly. However, recent trends indicate a decline in their popularity, particularly among older shoppers who find them intimidating and lacking in social interaction. A study revealed that one in four older consumers feel that self-service checkouts are unfriendly, highlighting the need for human connection during shopping. Retailers have also reported a significant increase in shoplifting, with theft rates reaching a 20-year high, partly attributed to the inadequacies of self-checkout systems. Experts argue that the economic benefits of self-service checkouts are minimal, as they require adequate staffing to prevent errors and abuse. The rise of 'middle-class shoplifting' has emerged as a consequence of reduced service levels, prompting retailers to reconsider the balance between technology and customer service. As retailers like Asda and Morrisons acknowledge the drawbacks of self-checkouts, there is a growing sentiment that a return to more traditional checkout methods may be necessary to meet customer needs and enhance the shopping experience.