Shoppers unimpressed with Woolworths’ new self-serve tactic
Shoppers aren’t happy with the latest self-serve checkout that’s been unveiled at a new Woolworths store in Melbourne this week.
Millers Junction Woolworths in Melbourne’s west was treated to Victoria’s very first self-serve checkout specifically for trolleys.
This could potentially sole issues about overcrowding in the service area.
“I think it’s a great idea, and I really love self service,” one person told Yahoo News Australia.
“The only time we don’t use it is if we had a full trolley, but the new self-serve would solve that problem.”
However, many were quick to point out that adding more self-serve checkouts doesn’t solve the problems of overcrowding.
“This company still doesn't get it. If you go shopping you do not want to have to serve yourself as well. Business is just greedy for money, cut jobs, no staff for the customer to interact with,” one person said.
“No jobs for the young kids to get a kickstart in the workforce. Computers have definitely helped but before you know it nobody will be working because robots and computers will do it all,” another agreed.
“This solves nothing, now the slow morons that really should not be using self-check out to begin with will take up more space and waste more time,” a third person said.
Retail expert Professor Gary Mortimer from Queensland University of Technology said that self-serve checkouts do not always equal less employees.
“Roles are simply moved from one area to another,” Professor Mortimer told Yahoo News Australia.
“I think the service is still the same, it’s just with one option you’re actually actively involved in controlling your transaction - and some shoppers like that.”
Mortimer also suggests that there is a mindset that it’s faster to unload, scan and bag your own groceries through self-serve but it really takes the same amount of time as an employee doing it for you.
“Because we are stressed and because we are perceived to be time-poor, it doesn’t matter which queue you’re in, you’re always going to believe you’re in the slowest queue,” he explained.
“The perception is ‘Wow, this is really quick’, but there could be 20 customers ahead of you, but when you’re standing in a checkout there might be two people in front, and you go ‘This is going really slow.
“It’s just the movement which creates the psychology that things are moving faster.”
Mortimer says that retailers across the board are looking to provide shoppers with different ways to transact their goods.
“I think these types of conveyor belt style self-service technologies will roll out, I don’t think they will be predominant across all checkouts but there will certainly be one or two options for customers,” Professor Mortimer said.
“Particularly in busier stores.”