According to recent news reports, an increasing number of supermarket chains are ditching their self checkout lanes because they say they can offer better customer service with traditional lanes.
The Associated Press reported that a large grocery chain with more than 60 southern New England locations is one of the latest to announce it’s phasing out its self-serve checkouts. Other national and regional chains are also reducing or removing unstaffed lanes and adding more clerks to traditional lanes, the AP reported.
Although studies show that shoppers who like the convenience of DIY lines aren’t in the majority, retail experts don’t agree with the trend.
Why? Because some people don’t go shopping if the store doesn’t have a DIY line. Shoppers dislike going to the traditional checkout lane because there’s a chance it’s going to take longer. They’d rather just get their groceries and get out.
Source: Business Insider, September 2011