Self-checkout. How to improve customer experience?
Self-checkout have become a must in restaurants and some specialty retailers. Meanwhile, they don’t create harmony, particularly at supermarkets. How can the associated customer experience be improved?
In the USA and Canada, Walmart is removing traditional checkouts and offering only self-service in several stores. Decathlon, which uses RFID, made the same choice for stores in Brossard and Laval. At the end of 2019, only 30% of U.S. customers preferred self-checkouts, but rose to 45% by June 2021 (Source: McKinsey). This reveals that more than 50% of customers still prefer using traditional checkouts.