Shoppers becoming frustrated with self-service tills
SHOPPERS are becoming incredibly frustrated with self-service till, according to a new study.
One in three shoppers, out of around 400 polled, walked out of a store without buying the goods because of a bad experience with a self-service till.
The report, by customer journey specialist Tensator, showed 60 per cent of customers preferred traditional staffed tills.
With almost all supermarkets in Cheltenham having self-service checkouts, Waitrose in Honeybourne Way is bucking the trend.
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Tom Golf, department manager for customer services, said it would be rolled out in store soon.
He added there will be no loss in staff when the self-service tills are eventually installed in store.
Mr Golf said: “It will come to Cheltenham soon, together with some new quick check out facilities.
“I think we need a mix of it. We wanted to preserve that personal service that we are known for.
“We did a survey, and quite a few customers said they felt they wanted a self-service checkout, and that is the only reason we are putting them in.
“Our survey also showed there was not much difference between using a self-service till and a manned till as long as they work.
“They are not much quicker actually, but some customers might get frustrated when there are problems with the machines.”
The study had showed 40 per cent of people cited technical glitches as the most annoying aspect of self-service tills.
Alan McPherson, CEO of Tensator Group, said: “Go in to any major high street store and the emphasis is very much moving towards self-service, but retailers need to ask themselves if they are getting it right.
“If so many people need help, it’s not self service. Queuing also seems to be a problem, with shoppers not clear on where the line starts, and if it’s actually one queue or two.”