Fri. Feb 23rd, 2024

Stores abandon checkouts self-service

Open in full screen mode

Canadian Tire in North Bay has chosen to remove self-service checkouts and add cashiers.

  • Miguelle-Éloïse Lachance (View profile)Miguelle-Éloïse Lachance

Feature in trial

Log inCreate my account

Speech synthesis, based on artificial intelligence, makes it possible to generate spoken text from written text.

Nearly 10 years after self-checkouts became ubiquitous at big box stores and even smaller stores, some Canadian Tire locations in Ontario, as well as a few Walmart stores in the United States and a British grocery chain , have chosen to withdraw them.

This is particularly the case of Canadian Tire in North Bay.

Dwayne Ouellet, who took over the store last year, removed the self-checkouts in July.

I'm not in “I'm comfortable with using them and I think some of my clients aren't comfortable either,” he said.

M . Ouellet thus brought back more employees behind the cash registers.

I prefer that my customers can see my cashiers and that if they have questions or problems, at least they have someone to talk to.

A quote from Dwayne Ouellet, owner of the Canadian Tire store in North Bay

Brooke Shogren, who works at this store, is happy with this change made by her boss.

A lot of people have said it's taking away our jobs and I agree with them, she said. Personally, I like being face to face with the world.

A feeling shared by several customers met in North Bay, who also say they prefer traditional checkouts and only use self-checkouts if they have no choice.

A Canadian Tire branch in Mississauga also recently eliminated self-service checkouts.

The store manager told CBC the decision was made due to thefts and customer preferences.

A decision that is not unanimous, according to reactions collected by CBC outside the store.

Open in full screen mode

There is no longer a self-service checkout at this Canadian Tire, a decision that disappoints some customers.

Junaid Chaudhry deplores the loss of self-service. It’s faster, he says. You don't need to wait in line with other customers.

Claudette McKay, on the contrary, believes that the queue moves rather quickly, and believes the removal of self-checkouts refocuses service around customers.

The Retail Council of Canada says theft in stores is on the rise, but does not specifically associate theft with self-service checkouts.

None of the stores asked about this in July by CBC responded directly to the question.

Retailers, however, were more likely to respond for a study funded by the retail industry published in 2022.

It says that 93 retailers around the world estimate that up to 23% of their losses are due to theft and errors at self-checkouts.

In addition, according to a recent online survey of 2,000 Americans, 15% admitted to stealing merchandise from a self-checkout counter, and 21% left a store with an item they did not 'had accidentally not scanned the barcode.

In North Bay, Brooke Shogren says she witnessed theft at self-service checkouts.

A reality confirmed by store manager, Derek Shogren, who specifies, however, that the main reason for the withdrawal of these boxes is the implementation of a new queue system.

Open in full screen mode

At the Canadian Tire in North Bay, there is now only one queue leading to the checkouts.

He adds that Canadian Tire sells a lot of large merchandise, which doesn't really lend itself to self-service.

Subscribe to the ICI Ontario newsletter.

Form to subscribe to the Ontario newsletter.Subscribe

Upon its adoption , self-checkout technology was seen as a way for retailers to reduce staff costs and speed up the purchasing process.

A new service that should in theory greatly improve the customer experience, explains retail consultant David Ian Gray, but self-checkouts have also become an irritant according to him.

Several people were unhappy when the first self-service checkouts arrived, having the impression that they were being asked to do the work of cashiers.

A quote from David Ian Gray, retail consultant

The consultant notes that in certain situations, for example if a customer makes an error, the intervention of an employee is necessary, thereby canceling the promise of a faster process.

Mr. Gray predicts that other stores will abandon self-checkouts.

Open in full screen mode

David Ian Gray does not think, however, that self-checkouts will disappear.

Some stores go in the opposite direction from the Canadian Tire in North Bay.

Walmart, which removed self-checkouts in three of its stores in Albuquerque, New Mexico, launched a pilot project in 2021 in Sainte- Agathe-des-Monts, Quebec, where there are no cashiers.

Walmart has not provided an explanation for this Quebec store without a cashier or reasoning for the comeback of cashiers in Albuquerque.

A spokesperson, Joe Pennington, responded by email. We always seek to provide the best experience for our customers.

With information from CBC's Sophia Harris, Félix Hallée-Théoret and Philippe de Montigny

  • Miguelle -Éloïse Lachance (View profile)Miguelle-Éloïse LachanceFollow

By admin

Related Post