19.05.2022 - But do self-service checkouts only have advantages or are there also disadvantages for retailers and their customers? Self-service checkouts are currently a hotly debated topic.
On the one hand, they offer many advantages for both customers and retailers, but on the other hand, they also have disadvantages. But do the advantages outweigh the disadvantages in this case?
The first advantage is, of course, the cost savings for personnel, as only one employee can supervise several self-service checkouts at the same time. Since the system performed significantly better than conventional cash registers in tests, Hornbach and other retailers plan to use self-service checkouts in all their stores in the future.
Another positive aspect is space savings, as self-service checkouts take up significantly less space than conventional checkouts. Approximately two to four self-service checkouts can usually fit in the space of a conventional checkout. This also saves money on extensive planning and conversion work, as self-service checkouts are easier to position.
According to Kaufland and furniture retailer Ikea, the number of thefts has not increased since the changeover. A spokesperson for the furniture retailer told Business Insider that experience shows that customers scan items very accurately and correctly.
An additional positive argument is the reduction in customer contact, especially in the current situation with the COVID-19 pandemic, where reducing contact with customers is a very important and beneficial aspect. The reason for this is that long queues are reduced, which leads to less contact and shorter waiting times.
Nevertheless, it is mainly difficult for older generations to get used to the new technology, as the systems are usually structured differently and errors can occur, especially when using them for the first time.
However, one negative aspect is customer service. This is definitely lacking at self-service checkouts, as there are usually only a few employees supervising these checkouts, which means that when there is a high volume of customers, it is not possible to attend to each customer individually.
In conclusion, self-service checkouts are a good alternative to traditional checkouts. On the one hand, they save costs and, on the other hand, it is possible to install a larger number of these checkouts, resulting in shorter waiting times.
