What: Kroger drops the idea of having stores without human cashiers.

Why it is important: While self-checkout can provide some perks for some customers, going too radical can prove counter productive.

Kroger is reintroducing cashier-staffed checkout lanes at its Oak Lawn store in Dallas, reversing a three-year experiment with exclusive self-checkout, a move prompted by customer feedback. This store, located at 4142 Cedar Springs Road, was unique in Kroger's U.S. portfolio of 2,700 stores for its all self-checkout format since February 2021. The adjustment reflects a broader retail trend where despite a significant portion of transactions occurring through self-service options—29% in 2022 according to FMI—customers' preferences for staffed checkouts persist. Major retailers like Walmart, Target, and Costco maintain a mix of self-service and cashier-staffed lanes, indicating the continued relevance of traditional checkout experiences. Target and H-E-B have implemented item limits on self-checkouts to streamline the process, with H-E-B introducing lanes for baskets of 25 items or less in some locations. Walmart's attempt at an all self-checkout store in Plano was short-lived, reinforcing the need for offering customers the choice between self-checkout and traditional cashier-assisted lanes.

Kroger abandons of 100% self-checkout stores