In the ever-evolving battle for supremacy on the High Street, retail stores are introducing innovations ranging from holographic staff to interactive displays and artificial intelligence helpers. Marks & Spencer has faced criticism over some of its technological features, particularly after relocating from Mostyn Street in Llandudno to a former Debenhams in Parc Llandudno retail park. Customers have expressed their dissatisfaction following the move to the new establishment, especially with the modern cafe equipped with digital self-service kiosks, leaving many patrons less than impressed.
Despite the move being over two and a half years ago, discontent among customers continues. A surge of over 350 comments on an online forum highlighted frustrations with a system that seems to eliminate any form of human interaction. Patrons have voiced frustration at the lack of consideration for those who struggle with technology, particularly older individuals and those with disabilities or visual impairments, making M&S an unwelcoming shopping destination for such customers.
Customers shared their exasperating experiences with the touchscreen ordering system, with one customer describing the process as a “faff” and expressing annoyance at the time-consuming nature just to order simple refreshments. The sentiment was echoed by others who missed the human contact, smile, and customer service that a traditional ordering system provided. Some customers have reported issues with long queues, especially during peak times when assistance may not always be readily available.
While the touchscreen ordering system appeals to tech-savvy, time-conscious customers who appreciate the efficiency it offers, there are concerns that it may alienate older demographics or those who rely on personalised assistance. Some customers have raised issues regarding accessibility for disabled individuals or those with visual impairments, highlighting the need for better accommodations.
The debate surrounding the move towards more automation in customer service continues, with some customers appreciating the convenience and speed of touchscreen ordering, while others miss the warmth of human interaction. Complaints about technical issues and lack of support during peak times have been acknowledged by M&S, who have stated that the digital ordering system aims to provide a fast and seamless service.
Overall, the move towards digital touchpoints in retail establishments is a growing trend, with other chains like McDonald’s and Costa Coffee also adopting similar systems. While some customers embrace the efficiency of these systems, others long for the personal touch that human interaction provides. The ongoing discussion highlights the importance of balancing automation with customer service in the evolving landscape of retail and dining experiences.
As stores continue to implement point-of-sale ordering systems, ensuring sufficient equipment and swift solutions for technical issues will be crucial. While the convenience of touchscreen ordering systems is appreciated by many, it’s essential to consider the diverse needs of all customers to provide an inclusive and seamless experience for everyone.