UK Supermarket Giant Ditches Self-Service Checkouts at 24 Stores
In a bold move to improve customer service and combat theft, a major UK supermarket chain has removed self-service checkouts from the majority of its stores. Booths, headquartered in Lancashire, made the decision in November 2023, with self-service checkouts eliminated from 24 out of its 26 stores. The chain believes that this strategic shift has resulted in a positive impact on its operations and customer satisfaction levels.
The motivation behind this move was Booths’ strong commitment to enhancing the in-store experience for its customers. The removal of self-service checkouts was part of the retailer’s larger investment programme aimed at boosting hospitality and expertise at its counters. Since the change, Booths has seen an increase in overall customer satisfaction and quicker service provision, indicating that the decision has been well-received by shoppers.
Nigel Murray, the managing director of Booths, highlighted that customer satisfaction scores have risen since the implementation of this new checkout system. While the removal of self-service checkouts was not solely responsible for the improvement, it has played a significant role in enhancing services and attracting more customers to the stores. The move was not targeted at addressing in-store thefts, but Murray noted that it has had a positive impact in curbing such incidents organically.
According to a survey by The Grocer, nearly 40% of individuals admitted to not scanning at least one item when using self-service checkouts. By transitioning to staffed checkout tills, Booths aims to reduce instances of shoplifting and improve overall operational efficiency. Murray emphasised that the presence of dedicated staff at the tills facilitates faster service, ultimately leading to higher customer satisfaction levels.
Speaking to The Grocer, Murray explained the rationale behind the decision, stating that staffed checkout tills are more efficient than self-service options due to the repetitive nature of the task. This approach allows employees to serve customers more effectively, resulting in improved service delivery. Booths has successfully implemented this self-service checkout-free model in the majority of its stores, with only two bustling locations retaining the self-service option.
While most major UK supermarkets opt for self-service checkouts to streamline operations and reduce costs, Booths’ unique strategy focuses on prioritising customer service and satisfaction. This divergence sets Booths apart in the retail landscape, showcasing its commitment to providing an exceptional in-store experience for its customers. The positive feedback and increased footfall at Booths stores following the removal of self-service checkouts indicate that this decision has resonated well with shoppers.
In conclusion, Booths’ innovative approach to checkout systems reflects its dedication to elevating customer service standards and enhancing the overall shopping experience. The success of this initiative underscores the importance of prioritising customer satisfaction and operational efficiency in the retail sector. Booths’ bold move has set a new precedent in the industry, demonstrating the value of investing in customer-focused strategies to drive business growth and customer loyalty.