Primark SCO’s: Modernizing Checkout Experiences in the Heart of London

About Primark

Primark is a leading international clothing retailer employing more than 80,000 colleagues across 17 countries in Europe and the US. Founded in Ireland in 1969 under the Penneys brand, Primark aims to provide affordable choices for everyone, from great quality everyday essentials to stand-out style across women’s, men’s, and kids’, as well as beauty, homeware, and accessories. (Primark Corporate)

What We Solved

Primark identified the need to enhance the checkout experience in its high-traffic stores to reduce queuing times and improve customer satisfaction. The traditional staffed checkouts were becoming bottlenecks during peak shopping hours, leading to longer wait times and potential customer dissatisfaction.

How We Did It

  • Implementation of Self-Service Checkouts

Primark introduced self-service checkout (SCO) systems in select stores, allowing customers to scan and pay for items independently, thereby streamlining the checkout process. (Retail Technology Innovation Hub)

  • Phased Rollout Strategy:

The rollout began with trials in stores located in Sheffield, Northampton, West Bromwich, and Kingston. Based on positive feedback, the initiative expanded to additional locations, including Milton Keynes, Basingstoke, and Stockport. (Retail Technology Innovation Hub)

  • Customized Solutions:

By analyzing checkout data by time of day, season, and basket size, Primark defined a store-specific ratio of attended and self-service checkouts for each location. This approach improved in-store workflows and increased operational efficiency across the entire checkout area. (Retail Optimiser)

What We Achieved

  • Reduced Queuing Times:

The introduction of SCO systems significantly decreased wait times, enhancing the overall shopping experience.

  • Increased Customer Satisfaction:

Customers appreciated the quicker, more efficient checkout process, leading to higher satisfaction levels.

  • Operational Efficiency:

The optimized mix of self-service and staffed checkouts improved staff allocation and store operations.

Customer Feedback

Customers have responded positively to the self-service checkouts, noting the convenience and reduced waiting times. Some feedback highlighted the need for assistance during the initial phase, which was addressed by having staff available to help customers adapt to the new system. (Latest Deals)

How Can We Help?

Are you looking to enhance your retail operations and improve customer satisfaction through innovative solutions like self-service checkouts? Our team specialises in designing and implementing customised retail solutions tailored to your specific needs. Contact us today to discover how we can assist in elevating your retail experience.

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Self-service checkouts in Europe

Thanks to Eden’s self-service checkout (SCO) furniture, proudly developed, manufactured and installed by our experts, Primark can provide a fast and seamless service to its customers on Europe’s busiest shopping street.
Stratford self-service checkout furniture – Primark UK