M&S is making a big change in stores, but customers might not want to use it.

Love them or hate them, self-checkouts have become a common sight in most supermarkets nowadays. They are great for quick and easy purchases, but when it comes to larger grocery hauls, the need to queue up at a manned till still remains. To address this issue, M&S has introduced a new solution by rolling out larger hybrid self-checkouts equipped with conveyor belts. These checkouts function similarly to traditional manned tills, where customers place their groceries on a conveyor belt, but without the need for cashiers. Shoppers can simply scan their own items as usual at these self-service checkouts.

The new "assisted belted checkouts" take up the same amount of space as a regular staffed till and have been added to 45 Food Halls, with plans for further expansion. This rollout comes after a successful trial in 2022 at the M&S London Colney store. However, not all customers are pleased with this change. Some have expressed their disappointment on social media, stating that they enjoyed interacting with the "long-serving" staff at their local M&S branch. The automated checkouts have now replaced the need for cashiers, leaving the staff to supervise self-checkout users. This has led to a loss of the friendly interactions that customers enjoyed, leaving some to question if the change was worth it.

There are also shoppers who refuse to use self-checkouts altogether. They would rather wait in line for half an hour than use the automated machines. This continued takeover by machines could also lead to an increase in shoplifting. A survey by Ipsos found that 13% of adults admitted to scanning a cheaper item at a self-service till than the one they were purchasing, and 8% confessed to taking something from the store without paying, with a value of up to £10. This trend is concerning for both retailers and customers alike.

Sainsbury's is also following in M&S's footsteps by trialling similar technology as part of their "Next Level" strategy. This strategy aims to make Sainsbury's the top choice for food shopping in the UK. The store in Cobham, Surrey, is being used as a testing ground for over 100 different experiments, including the hybrid self-service checkouts and touchscreens. The store has also implemented smart shelves in the alcohol section, which sends out an alert to colleagues if multiple bottles of wine are removed at once. This is an effort to combat in-store shoplifting.

Have you had any experiences with self-checkouts or thoughts on the automated systems in supermarkets? We would love to hear from you. Share your story by emailing us at [email address].

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