Commonplace in grocery stores for years, self-checkouts are now rapidly being deployed across multiple retail sectors, including general merchandise, fashion, and luxury. Initial reticence amongst consumers has now given way not only to acceptance but also to expectation. But why are retailers so keen on this technology?
In this article, Steve Powell, Sales Director at BOXTEC shares his insights from over 25 years of working in the retail and hospitality sector.
“The answer lies in a mix of cost efficiency, customer convenience, and the inevitable progress of technology in this sector. Self-checkouts represent a significant opportunity for cost savings; retailers can significantly reduce their wage bill by reducing the need for manned checkouts.
Of course, an added incentive is the increased costs retailers face from April as a result of the measures announced in last autumn’s Budget. We are seeing this drive an accelerated adoption of self-checkouts across the industry.
Technology doesn’t replace employees, it’s about reallocating resources where they add the most value, such as customer service, availability, or managing online orders. As the retail environment evolves, these areas are becoming more and more critical.
For customers, the convenience of being able to quickly scan, pack, and pay for items without waiting in a queue is appealing. Self-checkouts offer shoppers the autonomy to control their shopping experience, whether they’re in a rush or simply prefer to handle transactions themselves.
An important consideration is that today’s tech-savvy consumer expects digital and contactless payment options. Self-checkouts cater to this demand and integrate with mobile wallets, QR codes, and other emerging payment methods.
Retailers have expressed concern that self-checkouts can increase shrinkage (theft). However, the technology is rapidly developing, and now artificial intelligence (AI) is becoming commonplace to significantly reduce the levels of theft at self-checkouts.
However, for the consumer, perhaps the biggest benefit of self-checkouts, other than convenience, is that they now form part of the digitally enabled store. Point-of-sale (POS) is now central to the customer experience and self-checkouts offer unmatched flexibility. They can be designed and built to suit the specific needs of any retail environment whether it’s a supermarket, a convenience store, or a high-end boutique. As consumer preferences and shopping habits change, self-checkouts can easily be adapted to accommodate new products, payment methods, and modules to meet customer expectations.”
The rise of self-checkouts is a strategic move by retailers to enhance efficiency, boost customer satisfaction, and stay ahead in a rapidly evolving market. While the human touch in retail will never fully disappear, the increasing reliance on technology reflects a broader shift toward convenience, cost-effectiveness, and adaptability. Self-checkouts are not merely shaping the future of shopping, they’re redefining it.
Steve Powell, Sales Director at BOXTEC