What: Self-checkout solutions are great for saving on human costs… but have also hidden issues.

Why it is important: Forget about the tech cost or the retail theft rates: customers do not really like it in the US.

Self-checkout technology, initially aimed at enhancing customer convenience and reducing labour costs, has faced mixed responses since its introduction. While self-checkout usage doubled from 2018 to 2021, representing 30% of transactions, it has also led to customer frustrations due to technical issues and error codes. Workers, instead of being relieved of repetitive tasks, now monitor both customers and machines, often dealing with increased customer anger post-pandemic.

Retailers are grappling with theft, as self-checkout systems can tempt even law-abiding citizens to dishonesty or lead to accidental losses. Some stores are revising their approach, adding restrictions or removing self-checkout options altogether due to customer backlash and concerns over theft.

Despite these challenges, self-checkout isn't disappearing, especially with ongoing labour shortages. Some customers enjoy the autonomy and efficiency it offers. Advanced technologies like Amazon's Just Walk Out and Uniqlo's RFID-powered systems are being explored for more seamless shopping experiences. Yet, the transition has not significantly eased the workload for store employees, who now face different challenges in managing self-checkout stations.

Self-checkout challenges prompt some retailers to pivot