{"id":47711,"date":"2024-08-20T14:45:52","date_gmt":"2024-08-20T14:45:52","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=47711"},"modified":"2024-08-20T16:01:11","modified_gmt":"2024-08-20T16:01:11","slug":"morrisons-and-asda-revamp-checkout-experience-following-customer-feedback","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/morrisons-and-asda-revamp-checkout-experience-following-customer-feedback\/","title":{"rendered":"Morrisons and Asda Revamp Checkout Experience Following Customer Feedback"},"content":{"rendered":"\"Morrisons\n

Morrisons is removing some self-checkouts from stores after realizing they went too far with the technology, aiming to re-evaluate the balance between self-service and staffed checkouts.<\/strong><\/p>\n

As Morrisons phases out self-checkout lanes, its chief executive, Rami Baitieh concedes that the technology boost in productivity came at a steep cost; a marked increase in shoplifting and complaint calls from disgruntled shoppers.<\/p>\n

Approximately twenty Morrisons stores will see a reduction in self-service tills initially, with a store in Brough, Yorkshire, already removing four self-service checkouts in favor of traditional manned tills.<\/p>\n

Morrisons is not the only supermarket giant changing direction in this area. Asda is investing \u00a330 million to bring more staff to the checkouts<\/a>, focusing on additional hours for manned checkouts within existing store infrastructure rather than adding more checkouts.<\/p>\n

Booths, a northern supermarket chain, is removing self-checkouts from all but two of its stores, citing a belief that colleagues serving customers provide a better experience, based on customer feedback.<\/p>\n

So, it turns out that self-checkouts don’t always equal happy customers. In fact, the more items shoppers self-scan, the more frustrated they become with their overall shopping experience, which can quietly chip away at their allegiance to their go-to stores.<\/p>\n

What was meant to be a seamless, high-tech shopping experience has, in fact, created distance between shoppers and stores.<\/p>\n

The bottom line: customer loyalty may take a hit when self-checkouts are involved, particularly with larger transactions.<\/strong><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Morrisons is removing some self-checkouts from stores after realizing they went too far with the technology, aiming to re-evaluate the balance between self-service and staffed checkouts..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/47711"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=47711"}],"version-history":[{"count":12,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/47711\/revisions"}],"predecessor-version":[{"id":47744,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/47711\/revisions\/47744"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=47711"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=47711"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=47711"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}