Self-checkouts have become a polarizing feature in Australian supermarkets over the past few decades, with shoppers divided on their usefulness. While some embrace the convenience and speed they offer, others criticize them for reducing personal interaction and potentially impacting employment.
In the United States, there are ongoing discussions about limiting the number of self-service checkouts to protect jobs and improve customer satisfaction. For instance, the state of Rhode Island is considering legislation that would cap the number of self-checkout stations in grocery stores at eight, while also requiring retailers to maintain at least one staffed checkout lane for every two self-service machines. This idea has sparked significant debate and attention.
However, in Australia, such a system is unlikely to be implemented, according to consumer expert Gary Mortimer. He told Yahoo News that the country is moving in the opposite direction, with an upcoming “evolution” in shopping experiences. “I’ve observed a great influx of self-service registers,” he said. “My local Coles store had about 10 and now it’s grown to maybe 14.”
Mortimer also mentioned the introduction of conveyor belt self-service registers, which are designed for customers with larger shopping baskets. Now, consumers have three choices: a staffed register, a conveyor belt self-service register, or smaller self-service technologies. This increase in self-service options is just the beginning of what could be a major transformation in retail.
Could checkouts disappear altogether? According to International Data Corporation (IDC), a majority of shoppers around the world now prefer self-service as their primary checkout option. Consumers are increasingly looking for fast, secure, and seamless payment methods, whether in-store or online. In response, businesses are investing heavily in new technologies.
“The next thing we’re seeing is the evolution of smart service technologies where we may actually get rid of checkouts completely,” Mortimer explained. This refers to transactionless technology, where customers can walk into a store, have their payment method recognized automatically, select items, and leave without scanning or stopping at a traditional register. The purchase is charged instantly in the background.
“This works really well for convenience stores where you can get in and get out,” Mortimer said. “And then we’ve got the growth of facial recognition payment technology — biometric systems where I don’t even need to use my credit card, I just look at a screen and it charges my account.”
At Coles and Woolworths, there are already signs of transformative changes. “Coles is trying smart trolleys — you can transact in the cart and leave. Woolworths has a product where you still scan a final barcode,” Mortimer noted. “And then we’ve got Woolworths Scan & Go, so you can scan on your smartphone, create one barcode, and leave. We’re continuing to see supermarkets invest in self-service technologies to expedite flow.”
What checkout option do shoppers prefer? While research suggests that customers appreciate having options, this preference is not absolute. Self-service is dominant for smaller baskets, but consumers tend to opt for staffed checkouts during larger shopping trips. Around 69 per cent of consumers who prefer self-service cite ease of use as the key driver, followed by flexibility in payment options and a desire for privacy during transactions.
However, not everyone thinks this way. A poll conducted by Yahoo News found that 68 per cent of Australians preferred speaking to someone, compared to 19 per cent who chose self-service and 13 per cent who were indifferent. While this is just a small snapshot, it highlights the diversity of opinions among shoppers.
What about jobs? The argument that self-checkouts lead to fewer jobs is something Mortimer believes is somewhat misguided. “The narrative in the past has been that self-service technologies will kill jobs in retail. That’s not necessarily the case,” he said. “If we look at supermarkets today, you walk through a store and see online pickers working — usually two or three across the store, if not more — plus a back-of-store operation happening as well.”
“So while we may not see as many team members at the front of the store, what we’re seeing now is work being distributed into online grocery picking. And if we look at Coles’ yearly results, somewhere between 14 and 16 per cent of food and groceries is now being purchased online. So there’s significant demand for that.”
