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June 5, 2008

The growth of self checkout

At least one Roanoke Kroger has added a few additional self checkout kiosks, revealing that there is growing demand for this quick and supposedly convenient way of buying groceries.

Kroger is looking for opportunities to add more of these kiosks in its high-traffic Roanoke Valley stores, said Carl York, a spokesman for the grocer.
Still the grocery chain recognizes that not everyone likes to use self checkouts, which require customers to scan their own groceries and bag them.

“There are a lot of people who really like them [the self check-out],” York said. “Others still like going through the lines and talking with the cashier.”

The newest local Kroger that is under construction on U.S. 460 in Roanoke County will have self checkout kiosks, he said. It’s planned for a late July opening.

Here's an interesting article about the popularity of self-service machines, whether they are self checkouts or vending machines. A report by Packaged Facts forecasts that the transaction volume of self checkouts will continue to rise.

Of course, there are pros and cons to using self checkouts, which you now can find at many big box retailers, including Wal-Mart. I typically use them to purchase a maximum of 10 to 15 items. And I appreciate when others abide by roughly that same rule. Those lines can be long at times!

What do you like or dislike about using self checkouts?

Comments

# 1

[June 5, 2008 11:16 AM]

scott rc

I love the self-checkout. It's perfect for my style of shopping which rarely consists of more than 10 items, (usually just for dinner for 2 nights.) When I shop, I go in the Kroger, get my food, and am gone in about 5 minutes or less.

Things I don't like about the self checkout: The temperamental behavior of some of the machines, with their weight balancers.... I dont like that you have to wait for the 1 person per 4-6 self-checkouts to reset your machine if you're getting beer. The machine has a scanner, it should be able to scan your ID. This gets doubly worse when someone doesn't know how to use the self-checkout and the attendant has to walk them through it.

Finally and most importantly, the self checkout has led to less checkout lines staffed by people, which in turn leads to people pulling up to self-checkout with 30-50 items. The employees know how to check things out MUCH FASTER than the average joe. People need to understand that and take their carts to the old lines in those cases.

All in all, its a good use of technology.

Now if we can just figure out why after you swipe your credit card at best buy, that they need to see the credit card, key in more information from it, and then hand it back to you. And why do certain businesses only require a signature on a credit card if the purchase is over $50.

Time will Tell!

# 2

[June 5, 2008 12:09 PM]

Other John

I like the self checkouts as a shopper, but hate them as an employee. They are great for people who want to grab a few items and leave without having to wait too long...but the weight scales and finicky nature of the machines are a real headache for store employees. Plus, having only 1 person to man all 4-6 registers is not easy for the folks who do it.

# 3

[June 5, 2008 12:23 PM]

Debbie

I used one of the self checkout machines at Towers Kroger the other day, because I just had two items. Should have been very simple, but I had a finicky machine, and it turned into a big pain. It would have been quicker to go through the express lane!

# 4

[June 5, 2008 1:01 PM]

Jane

I like the idea of have self-checkout available, however it's only convenient if the machines work properly. For people who don't know how to use them they're easy enough to figure out. More often than not, however, when I scan an item & it tells me to "please place the item in the bag" & scan the next item it tells me to "please remove the item from the bag". After going back and forth several times with that item the cashier manages to find time to reset my machine. It gets to be frustrating. Not only that, but it seems if the retailers are only having to staff one employee to man 6 machines & the consumers are doing the work of 5 other employess that consumers should get a price break of some sort. Stores are saving money on their payroll by consumers doing the work, yet product costs continue to rise. My first job was as a cashier. At least I got a paycheck for it then. I definitely prefer human customer service.

# 5

[June 5, 2008 1:49 PM]

Michelle

I LOVE self-checkouts! If you go through the regular line you usually wait forever because there are only one or two lines open, and the checkout person doesn't talk to you at all - they spend the whole time joking with the bagging person. How annoying!

# 6

[June 5, 2008 2:16 PM]

Teresa

I love self check-out, mainly because many cashiers or baggers don't know how to properly bag groceries. Just because it can all fit, doesn't mean you should put all of the heavy items in the same bag.

But I agree with everyones' comments - it's only great when the machines work and the one's at Kroger are very touchy.

Also, I would like to see them eliminate the option to write a check - self checkout should be cash or credit only.

# 7

[June 6, 2008 10:01 AM]

Steve

They are a profit station for the merchant. Now they have the customer doing all the work and rewarding them with "persnickety" machines, delays, malfunctions, and more.

But since the machine is there, the merchant has chosen to have fewer checkout employees on duty, making the wait for a conventional checkout extraordinarily long.

Customer Service... NOT !!!

Is the next step to have the customer stock the shelves? Oh wait, they've already done that at Sam's Club!

# 8

[June 6, 2008 2:32 PM]

Anthony

Higher prices less service..I went to Home Depot the other day..Only self check was open...I asked about it and the person at Self Check said "Sorry were short handed" and I said "Sorry dont want these items then" as I dropped them to the floor..Went to Lowes where they did have full service and bought my items..

# 9

[June 6, 2008 4:18 PM]

Henry

I love self-checkout. I've never had a problem with the machines at Kroger. I just wish they had more of them.

# 10

[June 7, 2008 10:26 PM]

Jenny

I agree with many of you, the finicky nature of some self checkouts works against the notion that these machines are supposed to be quick and convenient. And it would be interesting to look into whether retailers are scaling back their work force and using self checkouts to fill the gaps. Anthony, glad to hear that you found what you were looking for at Lowe's. Perhaps Home Depot will decide to open more full-service cash registers next time!

# 11

[June 9, 2008 9:58 AM]

Greg

I too love the self checkout.

The one problem that has already be mentioned is the finicky nature of the ones that monitor weight. The Kroger at Hollins has the self checkout machines right in front of the doors, so on a windy day everytime the doors open the wind blows across the scales and the machine thinks you added something without paying.

I like your rule of 10 to 15 items Jenny! I don't mind people with more items if they know what they are doing. Don't take a cart full of items and then have to ask how to use the machine.

As for the scanning of IDs for beer. That would be great but the state ABC will not allow it because the stores could not control people using fake IDs.

# 12

[June 9, 2008 12:04 PM]

Mike D

There is a love hate with these things. They are great if all the check out are busy and you have only a few items. The downside is I think there are the reason there only a few maned check outs. I don't like to use them if I have large items because of the finicky scales. Or if I purchase movies at Wal-mart.

# 13

[June 10, 2008 9:46 PM]

PJ

I don't like the self-checkouts. I already have to handle those groceries so many times, the least they can do is ring them up and bag them for me. I pick them off the shelf, put them in the cart, remove from the cart to the conveyor, remove bagged items from cart to my car, remove bags from car to home, unpack bags and put away items and then remove items from stored area to prepare them. At the prices we're having to pay at the store, I shouldn't have to ring them up and bag them too!

# 14

[June 11, 2008 11:30 AM]

James

I am from the Noke but live in Knoxville, TN. Where the self checkout units have been here and larger markets for about 5 years now. Enjoy it now as it is new and the folks that are slow to adapt change stay in the traditional lines. So it's pretty fast for those that are tech savy. The bugs do get worked out on a store to store basis as you become more aclimated to using them and knowing their quirks and the employees the same from there side of the "register". But once you get the slow adopters using them the lines get REALLY slow. Not to mention the rude cell phone users that only use one hand to scan and bag and the other to chat. Those folks slow down the line too. Also here in Knox-vegas as time went on and folks adapted more self-checkout lanes openeding and ofcourse the number of "old style" lanes closed. Also the staffing changes as folks get more aclimated they send the register works home sooner and sooner FORCING self-check out sooner and sooner. Just a short glimpse of your future as I am sure the same will happen in the Noke. But this all is temporary as RFID or is it RDIF is already making it's way in the larger markets. Soon you will just walk thru a checkout "gate" approach a screen with a total and swipe your credit/debit card and out you go. You will "bag" as you shop. Can't wait!

# 15

[June 11, 2008 11:31 AM]

noyb

I hate self-checkouts. All they do is put people out of work. I'll never us the things.

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