Company News • 20.11.2017

The self-checkout paradox – faster or slower?

Shopping experience feels faster and more efficient even if actual time takes a bit longer

One of the biggest benefits with self-checkouts is that the process feels faster and more convenient. The customers are more prone to leave the store with a smile after a few more minutes by the self-checkouts than after a shorter amount of time standing in line. Why is this?

Supplier
Logo: StrongPoint

StrongPoint

Schießstrasse 35
40549 Düsseldorf
Germany
Photo: The self-checkout paradox – faster or slower?...
Source: Strongpoint

What is the self-checkout paradox?

The paradox with self-checkouts is that the shopping experience feels faster and more efficient than with traditional checkouts, even though the actual time at the self-checkout takes a bit longer. The feeling of a faster shopping experience makes them exit the store with a more relaxed attitude. This is very beneficial for retailers since the checkout experience is the last thing the customer remembers when walking out. And when you create positive feelings around the store, the customer is more likely to come back.

A faster shopping experience

While standing in line, customers usually feel like they’re wasting time. A big benefit with the self-checkout paradox, for both customers and retailers, is that it reduces the negative experience of lines and the feeling of spending endless time in the store. For customers, being in motion provides a faster and less frustrating experience. Instead of standing in line and waiting for other people, they’re in charge and in control of their own time while scanning items. Being in motion – while self-scanning groceries for example – is shown to create a feeling of calm, a more customer-friendly substitute for the feeling of stress that lines cause.

For retailers, fewer and shorter lines means less staff. You actually only need one cashier to handle up to eight (and in some environments even more) self-checkouts. This is not only cost effective – a more attentive shopping experience occurs when the remaining staff is free to interact and establish real connections with customers. A problem with lines is that some customers, especially the ones purchasing smaller items, find them so irritating that they rather leave the store without making a purchase than waiting. With self-checkouts, retailers have a chance to meet these customers’ needs instead of risking to lose them to smaller corner shops nearby – a clear transactional benefit with the Self-Checkout paradox.

How do you avoid interventions?

An important topic to mention while discussing this paradox is interventions – and above all, how you reduce them. An intervention is when something happens at the self-checkout that requires an action by a staff member. Interventions can ruin the positive feeling that the self-checkout paradox provides. Interventions are frustrating, but there are ways to avoid them and still provide a fast and painless shopping experience. First of all, you need to be aware of the items in your store that are prone to cause interventions. Find them and analyse the root of the issue. The item might for example miss a bar code and need a more distinct picture to be identified by.

It’s also beneficial to invest in a self-checkout solution without gates. The security gates become another obstacle for the customer since they need to scan their receipt to exit. This action is shown to cause frustrations and more interventions when the receipt gets lost or the scanning fails. Remove friction by removing the gates. Without gates, the balance between security and speed can be accomplished with a weight-based self-scanning solution. A system with a weight-based database ensures that all items are scanned before the customer puts them in shopping bags and exits the store.

To sum up, the shopping experience feels faster and more relaxed with self-checkouts. By requiring less staff and providing a valid solution for customers who wants to purchase smaller items, the self-checkout paradox also comes with great transactional benefits.

Read more here: https://uk.strongpoint.com/solutions/retail/self-service/

related articles:

popular articles:

Thumbnail-Photo: Reflexis successfully expands into Baltic region by signing Maxima Latvia...
08.07.2020   #POS communications #workforce deployment

Reflexis successfully expands into Baltic region by signing Maxima Latvia

Region’s leading retail chain chooses workforce management solution

Reflexis Systems, the leading provider of intelligent workforce management and execution solutions for multi-site businesses in retail, food service, hospitality and banking, today announced that Maxima, one of the largest Latvian retail chains, has ...

Thumbnail-Photo: Hobbii continues the growth adventure …
23.06.2020   #POS systems #brick and mortar retail

Hobbii continues the growth adventure …

… with new stores and several digital initiatives

The online store Hobbii.dk continues the opening of physical stores with the launch the third store in Tarup shopping center in Odense, Denmark. The close collaboration with Delfi Technologies, which is based on several digital initiatives, will ...

Thumbnail-Photo: POS TUNING tuned its pushfeed system
02.07.2020   #product presentation #product classification systems

POS TUNING tuned its pushfeed system

The supplier optimizes the compartment systems C60 and C90

Never change a running system?Who doesn't know this saying? Changing something well-tried always has something to do with risk. The danger that something suddenly doesn't run as well as before is always there. But standstill has never ...

Thumbnail-Photo: Stay safe with VariPOS
11.05.2020   #cashpoints #terminals

Stay safe with VariPOS

How technology helps – Stay safe at the point of sale

Technologies for product identification and payment authentication are great for improving the customer experience with speed and accuracy, but these technologies are also being seen as beneficial in the wake of the Coronavirus Pandemic. ...

Thumbnail-Photo: The safety barrier you need right now
02.06.2020   #customer satisfaction #security

The safety barrier you need right now

Poindus ProShield is an effective protection screen.

Safeguards like social distancing implemented in-store during staff-customer interactions are enhanced with our ProShield, an effective protection screen that provides an additional layer of protection for cashiers & customers at the point of ...

Thumbnail-Photo: RetailTech Lab opened a national test center in Denmark...
23.06.2020   #payment systems #marketing research

RetailTech Lab opened a national test center in Denmark

The store of the future has opened in Lyngby. One of the partners is the IT company Delfi Technologies.

On June 16, 2020, RetailTech Lab opened its doors to a national test center in the Danish mall “Lyngby Storcenter”. New technology for the retail industry will be tested in close interaction between entrepreneurs, retailers and ...

Thumbnail-Photo: Behind the curtain: Inside Amazon
18.05.2020   #online trading #marketing

Behind the curtain: Inside Amazon

A Frankfurt startup helps sellers to improve their ranking on the platform

"I want to successfully promote and sell my products on Amazon" - that's the goal of many sellers. It comes as no surprise as the Seattle-based online store has evolved to become the largest e-commerce marketplace in Europe since its ...

Thumbnail-Photo: Bright future for Copenhagen-based Irma Store...
15.06.2020   #electronic shelf labels (ESL) #price labelling

Bright future for Copenhagen-based Irma Store

Automatic price updates with ESL

Irma Smedetoften is located in the heart of Copenhagen's Northwest Quarter. The area around the Irma store is part of an urban development project where, among other things, the local trade district will be strengthened. Irma has also recently ...

Thumbnail-Photo: Simple tips and tricks to start your online business...
20.05.2020   #online trading #retail

Simple tips and tricks to start your online business

How to start an e-commerce business: Why you don’t always need a big online store

Creating your own online store is still the most popular way to sell products online. To start an e-commerce business, you first need a store setup and a fulfillment service provider who handles the warehousing, packaging, and shipment of ...

Thumbnail-Photo: Electronic shelf labels: photo store introduces new technology...
09.05.2020   #electronic shelf labels (ESL) #electric displays

Electronic shelf labels: photo store introduces new technology

Cooperation between Photografica and Delfi Technologies

Photografica is a professional photography store in the heart of Copenhagen. Here, personal counseling and service play a crucial role. To the benefit of both employees and customers, the store has installed electronic price tags.With a central ...

Supplier

CCV GmbH
CCV GmbH
Gewerbering 1
84072 Au i.d.Hallertau
Apostore GmbH
Apostore GmbH
Uferstraße 10
45881 Gelsenkirchen
Reflexis Systems GmbH
Reflexis Systems GmbH
Kokkolastr. 5-7
40882 Ratingen
Delfi Technologies GmbH
Delfi Technologies GmbH
Landgraben 75
24232 Schönkirchen
POS TUNING Udo Voßhenrich GmbH & Co KG
POS TUNING Udo Voßhenrich GmbH & Co KG
Am Zubringer 8
32107 Bad Salzuflen
APG Cash Drawer
APG Cash Drawer
4 The Drove
BN9 0LA Newhaven
Poindus HQ - Taiwan
Poindus HQ - Taiwan
5F., No.59, Ln. 77, Xing-Ai Rd.,Neihu Dist.
Taipei City 114