Instead, the new self-serve checkouts frustrated some of Sainsbury's shoppers, because the staffless tills don't allow for weighing of fresh merchandise or for shoppers who bring reusable sacks.
Lidl's staffless self-serve checkouts in Maldon aren't pleasing customers, either.
Of course shoppers want to complete transactions quickly and conveniently. One study found that customers dislike waiting, and will tolerate a queue time of only 6 minutes. Understanding consumer behaviour is important if retailers are to compete effectively and provide what shoppers want, in the way shoppers prefer to be served.
For retailers, however, self-serve checkouts mean lower costs. No doubt that's behind the trend toward more self service. Australia's Woolworths recently announced the installation of more self-serve checkouts at a number of its downtown locations.
Rival Coles is testing new limits to speed up self-serve transactions for the convenience of all. 'Coles is trialling a 12-item limit on self-scanning checkouts in a small number of stores as part of our ongoing commitment to improve customer service', the Australian retailer has announced. This may also be a way to combat shopper theft at self-serve checkouts.
