Czech Customers’ Attitude Toward Self-Checkouts
In the Czech Republic, three-quarters of people view self-checkouts positively, with the strongest support among younger individuals aged 18 – 29. Despite this positive perception, traditional staffed checkouts still dominate. Older generations, particularly those over 60, often feel stressed using self-checkouts, mainly due to unfamiliarity with the technology. Key factors influencing the choice between self-checkouts and staffed lanes include the size of the purchase, queue length, and the preference for human interaction.
Trends in Poland: Hybrid Checkouts
In Poland, retail chains such as Netto are focusing on introducing hybrid checkouts. These systems combine traditional and self-checkout functions, allowing staff to operate standard registers while also overseeing self-service zones. This approach shortens service times and increases operational efficiency. Currently, Netto has installed these hybrid checkouts in 190 stores, representing approximately 30% of their locations in Poland.
SCOs in the UK: Balancing Technology with Customer Needs
The UK market has seen a rapid increase in self-checkout systems over the past two decades, with around 80,000 self-scan tills now in use across the country. However, recent shifts are occurring as some retailers reassess the extent of their investment in SCOs. Major chains like Asda and Morrisons are scaling back on their self-service tills due to customer feedback. Asda, for example, has pledged to introduce more staff to checkouts, acknowledging that it may have “gone too far” with self-scan.
Customers in the UK are divided in their preferences. While some shoppers appreciate the speed and efficiency of self-checkouts, others find them frustrating or challenging. Issues such as the “unexpected item in the bagging area” message and the impersonal nature of the process have led to a rethink by certain retailers. Additionally, there are concerns about privacy, as some self-checkouts now include cameras to discourage theft. Meanwhile, some individuals with disabilities or those who prefer a human touch find the self-checkout experience lacking.