Self-Checkout Systems: Insights from the German, Czech, Polish, and UK Markets and How Eden Can Help with Implementation


The adaptation of Self-Checkout Systems (SCOs) is transforming the retail landscape in Europe. This trend reflects technological advancements and evolving customer preferences. Studies such as the KPMG Consumer Barometer 2024, research by STEM/MARK, and article in polish Business Insider highlight the increasing integration of these systems in the retail landscape and their impact on customer experience and business operations.

The Growing Importance of SCOs in Germany

SCOs have rapidly gained popularity in German retail. The number of stores offering stationary and mobile self-checkouts more than doubled between 2021 and 2023, reaching over 5,000 locations. This growth is driven by customer demand for faster and more autonomous shopping experiences, with 82% of regular users rating their experience positively. Younger customers (18 – 34 years old) particularly value the speed and convenience of these systems, while older generations are gradually recognising their benefits.

Self-service checkouts – image created by AI

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.

Checkout zone – image created by AI

Hybrid Tills: A Step Toward Balancing Self-Checkouts and Traditional Service

One of the innovative solutions gaining traction in the UK and other markets is the introduction of Hybrid Tills, which combine traditional staffed checkouts with self-checkout functions. These systems aim to ease customer traffic flow while providing flexibility for both customers and store staff. Retailers can maintain traditional checkout lanes while integrating self-service options, offering a seamless experience for all types of shoppers.

Challenges and Opportunities

While SCOs enhance efficiency, challenges remain. Key concerns include data privacy, user-friendliness, and the need for customer support. The integration of artificial intelligence (AI) for automated product recognition, personalised discounts, and streamlined processes has the potential to overcome these barriers. Retailers must also rethink checkout zone design. Traditionally a hub for impulse purchases, these areas now face reduced opportunities for such sales. Strategically placing products around SCO terminals can help reclaim this potential.

Hybrid checkout – image created by AI

Eden’s Proven Experience in Delivering SCO Solutions

Eden boasts extensive experience in delivering cutting-edge SCO furniture customised to clients’ specific needs. Examples include:

  • Primark Stratford: Eden successfully installed 42 self-checkouts across three floors at the Westfield Stratford store. This complex project was divided into three phases, involving day and night shifts, close collaboration with Primark, and precise coordination with other trades.
  • Hybrid Tills – Eden has been at the forefront of this innovation, working on projects like the Flexi Checkout system. These hybrid tills ensure that both kiosk and belted checkouts can be used by store colleagues and customers as self-checkouts, ultimately improving the point of payment and enhancing customer satisfaction.

From design, development, and manufacture, through to supply and install, these innovative Flexi Checkouts have been an exciting project to deliver, ensuring smooth customer traffic flow.

Why Partner with Eden?

If you’re considering the integration or expansion of SCO systems, Eden offers:

  • Tailored Solutions: Custom designs to suit your store layouts and customer demographics.
  • End-to-End Project Management: From planning to installation, we handle every detail to ensure timely and efficient execution.
  • Proven Expertise: With a track record of successful projects for major retail brands, we deliver results aligned with your business objectives.

Transforming Retail Together

Self-checkout systems represent a pivotal advancement for retail, offering efficiency and a modern shopping experience. With our expertise, we can help you navigate this transformation successfully. Contact us to learn how we can support your journey toward innovative, customer-centric retail.

Sources:

DE: KPMG Consumer Barometer 03/2024

PL: https://businessinsider.com.pl/gospodarka/siec-dyskontow-w-polsce-stawia-na-kasy-hybrydowe/e7d95kk

CZ: https://stemmark.cz/cesi-se-k-samoobsluznym-pokladnam-stavi-pozitivne-realne-ale-stale-vitezi-klasicke-pokladny-s-obsluhou/

UK: https://www.bbc.com/news/articles/cj08m35q3l9o 

Case studies on modern self-service checkout furniture for Primark

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.
Hybrid tills in the UK for Co-op