Self-checkout remains the hottest topic in retail. So, we thought: why not ask customers what they think? 🤔
In our latest webinar, we took a deep dive into the topic (still) splitting retail, with data from our latest 2024 report into self-checkout and analysis from award-winning supermarket chain Longo’s.
In 2023, we ran the exact same study, and in this session, you can discover whether consumer sentiment has shifted in 2024 amid the 100s of think-pieces and news stories. You might be surprised to see how the media and the masses differ. For example:
- 70% of consumers like self-checkout, whether they use it or not
- 65% of people who use self-checkout ALWAYS do so
- 57% prefer to use cashiers, 43% prefer self-checkout
We were delighted to be joined by Bill Zachopoulos, VP Store Operations at Longo’s. The award-winning Canadian grocer brought in self-checkout based on customer feedback, and Bill will share what the company’s seen post-implementation. Here’s what we chatted about with Bill…
The Longo’s self-checkout experience
The decision to introduce self-checkout at Longo’s was anything but easy. “Many of our senior leaders did not want to entertain the idea of self-checkout machines in any Longo’s store,” says Bill. But despite the pushback, the decision was made to explore this technology, a choice driven by guest feedback gathered via TruRating and changing consumer preferences.
The implementation of self-checkouts was part of a broader strategy to enhance customer experience by providing greater choice. Bill emphasized the importance of this approach, noting, “We don’t force a guest to do anything. We give them the choice, whether they want to use a self-checkout or a full-service register, with a cashier.” This philosophy has guided Longo’s in maintaining a balance between traditional and automated checkout methods, ensuring that guests have options that suit their preferences.
Check out the full session:
Watch the full session for a deeper dive into Longo’s journey with self-checkouts and to hear more from Bill and Gareth. Discover how Longo’s balances innovation with exceptional service, and why their approach can offer valuable lessons for businesses navigating the intersection of technology and customer experience.
Feedback is vital to understanding how your technology is perceived by your customers. To learn more about our customer feedback platform, schedule a demo today.
Useful resources
- Predictive analytics in retail – examples and strategies
- How technology is changing the retail industry
- Phygital in retail — bridging the gap between physical and digital CX
- Retail pricing optimization — strategies, models and examples
- Webinar | Worth it or wasted? The retail tech investments connecting with consumers
