Self-Checkout Hasn't Delivered

quonset writes: When self-checkout at stores was rolled out, many people, including on /., cheered. No longer would they have to wait behind the senior citizen who couldn't remember the PIN for their debit card. No longer would they have to wait in long lines trying to ignore the idle chitchat from fellow shoppers. From now on it would be a breeze to get in and get out without human interaction. Except that hasn't happened. For shoppers, self-checkout was supposed to provide convenience and speed. Retailers hoped it would usher in a new age of cost savings. Their thinking: why pay six employees when you could pay one to oversee customers at self-service registers, as they do their own labour of scanning and bagging for free? While self-checkout technology has its theoretical selling points for both consumers and businesses, it mostly isn't living up to expectations. Customers are still queueing. They need store employees to help clear kiosk errors or check their identifications for age-restricted items. Stores still need to have workers on-hand to help them, and to service the machines. The technology is, in some cases, more trouble than it's worth. "It hasn't delivered anything that it promises," says Christopher Andrews, associate professor and chair of sociology at Drew University, US, and author of The Overworked Consumer: Self-Checkouts, Supermarkets, and the Do-It-Yourself Economy. "Stores saw this as the next frontier If they could get the consumer to think that [self-checkout] was a preferable way to shop, then they could cut labour costs. But they're finding that people need help doing it, or that they'll steal stuff. They ended up realising that they're not saving money, they're losing money."

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