Customers like self-checkouts for speed, convenience and small baskets of items, NCR survey finds

SHOPPERS are embracing DIY checkouts to skip long queues and avoid talking to cashiers. But there’s still some things cramping their style.

Self-checkouts survey. McBurney family shopping at Coles South Melbourne using the self serve check-out. Mum Janette with kids Emily 10, Juliet 13, and Larissa 14 kids using self-checkout at Coles South Melbourne Picture: David Caird.

SHOPPERS are embracing DIY checkouts to skip long queues and avoid talking to cashiers.

But small bagging areas are cramping their style, and attendants are still needed to quickly fix glitches.

Buying fruit and vegies or bulky items can also be tricky, according to research.

Nine in 10 customers use self-checkouts, mainly if they only have a few items and are in a hurry, the poll suggests.

Some admitted using the terminals to dodge conversation with cashiers or to keep sensitive purchases private.

The study, commissioned by checkout supplier NCR, found 9 per cent of Australians always scan and bag their own items in supermarkets and other stores that have the technology.

But 10 per cent refuse to use it. Predominantly older customers, they prefer dealing face-to-face with staff, “don’t want to do the retailer’s work”, and are worried about causing job losses.

NCR Asia-Pacific retail business specialist manager Stephanie Lee said many customers craved speed and convenience, especially for small “top up” shops.

“Consumers are time poor and have an overriding expectation for convenience,” Ms Lee said.

Coles spokesman Blair Speedy said more than five million self-checkout transactions were made each week. The technology is in three-quarters of stores.

“We have not cut staff numbers as a result of self-checkouts. Instead we have redirected the focus of team members back onto the shop floor so they are available to help customers,” Mr Speedy said.

St Kilda mother Janette McBurney said self-service was perfect for a few items if queues were long at regular terminals.

“At first I suppose it was a learning experience. You just have to follow the prompts and you’re fine,” she said.

“If it’s a particularly big shop, mainly for restrictions on space, I would use the main checkout.”

NCR’s recent global online survey of 2800 consumers included 300 Australian customers.

Self-checkouts were introduced in Australia for a Big W test in 2003. They have steadily spread to supermarkets, variety stores, hardware shops and some Australia Post outlets.

In future, convenience chains and department stores are expected to adopt them.

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