Woolworths CEO Brad Banducci responds to self-service checkout complaint

It’s one of the most complained about features of self-service check-outs – and now one Aussie supermarket giant has responded

Woolworths Group CEO Brad Banducci has addressed one of shoppers’ biggest gripes with self-service check-outs.

In a “grocery inflation” update sent to customers over the weekend, Mr Banducci responded to the question of whether the supermarket giant’s “focus on technology (and prices) [is] coming at the expense of our Team”. Those who complain about the presence of self-service facilities in Australian grocery stores often argue they’re “reducing the number of jobs”.

But, in the email, Mr Banducci insisted there are now “more jobs at Woolies not less”.

“Self-service check-outs and the perception that this results in a reduction in team members in-store is a passionate dinner table topic in our house,” he wrote.

“The fact is, we employ more people than ever before and, with the popularity of online ordering, this year we’ve hired 5500 Personal Shoppers, so there’s more jobs at Woolies not less.”

‘Self-service check-outs and the perception that this results in a reduction in team members in-store is a passionate dinner table topic in our house.’

Mr Banducci’s update comes after both Woolworths and Coles addressed whether they’d ever return to manned check-outs only in-store, amid a growing number of global supermarket chains reconsidering their use of self-service.

Earlier this month, British retailer Booths announced it would remove the facilities in all but two of its 28 grocery stores, while across the pond in the US, CNN reported that Walmart, Costco and Wegmans were among those revising their self-checkout strategies.

Neither of Australia’s two major supermarkets, however, intend to follow a suit.

“We know some customers prefer to be served by a team member and that’s why there is always that option in all of our stores,” a Woolworths spokesperson told news.com.au.

“Millions of transactions are made using our self-service check-outs every single day.

“The use of self-service technology is commonplace from airports to railway stations, and customer feedback shows our self-serve check-outs are popular for their convenience and speed.”

‘We know some customers prefer to be served by a team member and that’s why there is always that option in all of our stores.’

The spokesperson echoed Mr Banducci’s sentiment that Woolworths employs more staff than ever before in order to cater to things such as rapid grocery delivery, the traditional in-store experience, and other options like Direct to Boot.

“We know there’s many different opinions on the use of this technology and that’s why we have a range of ways for customers to complete their shop.”

A Coles spokesperson, meanwhile, said self-service check-outs are a “great option” for customers as they deliver “convenience and efficiency”.

“Because of this they are the checkout of choice for more than two in three customers, and we continue to see these numbers increase,” they told news.com.au.

“Over the past year, we have seen greater customer satisfaction and uptake in our self-service options. Of course, if customers prefer to be served by a team member, someone will always be available in the service area to serve them.

“We have never been more committed to supporting Australians with employment opportunities, having recruited an additional 22,000 Team Members compared to five years ago.”

There has been ‘an unacceptable rise in team abuse’ from customers. Picture: NCA NewsWire/Nikki Short

Woolworths Group CEO Brad Banducci. Picture: Supplied

As retailers brace for the festive season, Mr Banducci also noted “a minority of customers are treating our team badly”.

“During the pandemic, our team members were often considered frontline heroes. Sadly, that goodwill has fallen away,” he said.

“While the vast majority of customers do the right thing, we’re seeing an unacceptable rise in team abuse. There’s no excuse for this behaviour in our stores or any workplace.

“We thank all our customers who treat our team with respect and kindness.”

Originally published as Woolworths CEO Brad Banducci responds to self-service checkout complaint