Why Supermarkets Maintain Standby Checkouts Despite the Rise of Self-Checkout

In the digital age, it’s natural to wonder why many supermarkets opt to keep a line of checkouts that are seldom used, while only deploying a limited number of self-checkout stations. This article explores the reasons behind this practice and the advantages and challenges of each option.

Belief in Flexible Services

While the theory is sound that these standby checkouts can be opened during peak shopping times to manage lines, they often remain idle due to a lack of staff. Supermarket chains like Walmart frequently use these registers during the holiday season or special events, such as when the Charlotte Motor Speedway is in use. These periods witness a surge in customer traffic, resulting in the need for additional help to process checkouts quickly.

Fixed Costs and Depreciation

Cashier stands, including registers, conveyors, and other equipment, represent significant fixed costs. These costs can be depreciated over time, making it logical to keep these resources on standby. Even during the non-COVID era, staffing these areas posed a challenge. However, the situation has become even more difficult post-COVID, as finding employees to staff the store has become increasingly problematic.

Advantages and Risks of Self-Checkout

Self-checkout devices are becoming more prevalent, but they come with their own set of risks. For instance, customers may fail to scan all items or enter incorrect codes. The difference in pricing between organic and regular bananas can be substantial. Additionally, self-checkouts require staff to address issues, as they are not entirely user-friendly. Even experienced check-out personnel can move quickly, especially when assisted by customers who know what they're doing.

Customer Trust and Convenience

Customers generally trust the accuracy of check-out personnel, who can address any issues that arise. There are also situations where customers may take advantage of unexpected discounts. Furthermore, stores implementing a pay-per-use bag system may face challenges with self-checkout. The inconvenience of having to charge customers for bags can be frustrating.

Personal Preference and Experience

The author personally dislikes self-checkout machines and prefers the assistance of a person who can resolve any issues accurately. The introduction of a new 10-dollar bill variant that self-checkout machines couldn't accept highlights the potential issues these devices can encounter.

The decision to maintain a number of standby checkouts and a limited supply of self-checkout stations is a compromise between flexibility, cost, and customer satisfaction. Even in the digital age, the human touch often plays a significant role in ensuring smooth and efficient operations.