UK supermarket chain removes self-checkouts from majority of its stores as boss admits it makes customers happier

A SUPERMARKET chain boss has admitted that customers are happier after removing self-checkouts from stores.

All but two of the store’s locations have made the swap to enhance the experience for shoppers.

GettyThe brand boasts its core aims as selling the “best” food and drink available[/caption]

Booths, headquartered in Lancashire, first opted to remove self-service checkouts in November 2023.

Managing director Nigel Murray has now admitted how the choice has driven customer satisfaction scores up.

He told The Grocer: “We’re at 74 now, up from 70 (out of 100). Not all of that is due to the fact that we’ve taken self-service checkouts out of many of the stores.

“But when you look at things like service, into the ‘promise of things to come’ section, we’ve scored brilliantly.”

Aimed at improving its in-store experience, the northern grocer has also seen a reduction in theft.

Murray suggested the latest measure had led to faster checkouts.

He added: “Because in really simple terms if you’ve got somebody who is doing a job repetitively for six, seven, eight hours a day, they are going to do it faster and better than if you are just turning up to do it once every three days.”

Booths has just under 30 stores around the UK.

The brand boasts its core aim as selling the “best” food and drink available.

Since 1847, the chain has worked closely with local suppliers from the Northern counties including Lancashire, Cheshire, Cumbria and Yorkshire.

It comes at a time where many big-brand names are introducing more self-checkouts.

Tesco and Sainsbury’s have marked a reduction in costs and improved customer service from the contrasting mindset.

Meanwhile, another supermarket chain has looked to a major change to stamp out theft.

Home Bargains is deploying AI cameras that will automatically spot items leaving the shop that haven’t been scanned.

If anyone leaves the store after using the self-checkout, without having scanned a product, the hi-tech cameras will flag to staff that something is being stolen.

Home Bargains is collaborating with tech firm SAI, Storewide Active Intelligence, and AI-business Everseen to install the software into its CCTV.

SAI described the technology as converting regular security cameras into “specialised and capable in-store AI assistants.”

It comes amidst a number of big-brands making changes to their checkout systems