Concerned aboutn self scanning tills in store full of elderly customers

jumpycheese1

Our store is getting 10 self scanning tills which according to head office is because our average transaction is below the company's average. But they should have looked at the average age of our customers - they are elderly! I think on Monday mornings, the average age of a customer in the store is early 60s.

Our store is a small one for the company. If you put the store on a scale of 1 to 10 1, being smallest store and 10 the biggest store - we are about 2.5 and we have 17 checkouts. 4 checkouts are being removed to accommodate these. We believe that 10 is far too many for our store - perhaps removing 2 of the tills to replace with 4, fair enough. As there are customers that just want a couple of things and don't mind the self scan tills.

We have been told to have a certain % of transactions have to go through self scan. There are some elderly people that still haven't come to grips with chip n pin machines, what the hell are they going to do with self scan?

Is there a way to vent our views about this? No-one at hq has bothered to look at our customer profile.

heretolearn_2

Early 60s is not old at all, although it seems it perhaps from your perspective. No reason they can't use self scans. My dad is 85 and he is mad on internet, has an Ipod, and is a total techno-lover. My mum, same age, doesn't play with techno stuff but she's perfectly capable of pressing a few button and swiping her shopping over a scanner. They both loved it when their local supermarket introduced self-scanning. I also know a couple in their 80s who have just bought a Wii so they can do Wii fit for the health benefits. Older people aren't morons you know.

It sounds more like you are worried about loss of checkout jobs, which is fair enough, but I don't think your customer age profile is a good angle to go down if you want to protest about that.

jumpycheese1

I'm not worried about job losses, just that elderly customers that refuse to use them. We have to encourage customers to use them. Also concerned about increase in theft as if the queues to the manned checkouts are long and customers not getting on with the self scans etc.

There are a few elderly customers that refuse to believe me that the old style 50ps have been out of circulation for 12 years now and I have to explain to them that they cannot use them!

paulwf

I am really against self scan tills causing job losses BUT...

Is removing 4 out of 17 tills (the number of new tills is mainly irrelevant) really going to make a difference to your customers? How often do you have more than 13 tills open anyway?

What will probably happen is that customers who just want a sandwich or are used to self scan will use those. That will actually free up more time for the other tills so they can spend longer with the (older) people that want service.

4 tills are being replaced with 10 because in general they are slower to use. I'm sure there will be less manned tills but my experience of my local Sainsburys is that since self scan recently arrived the basket only tills are now usually empty...people actually prefer to queue at the self scan!

BTW all credit to my local Sainsburys staff, they have been getting customers to give them a go and taking the time to show them how it all works and after the first couple of transactions I actually find it better. Part of your new job OP will be to get your customers to give them a try, you might be surprised how many like them.

poppy_f1

my mums 74 and loves the self service checkout she much prefers them as they are quicker if shes only getting a few bits

dmg24

Most people in their early sixties are still at work, as are a good proportion of those in their late sixties - are you worried about them being able to do their jobs?

The decision makers will know and understand the demographic of your shoppers. I really don't see the problem.

Hippygirl

I'm not elderly, but I never use self-scans - I hate them! That voice barking at you, and they never work smoothly - always need assistance because something won't scan or the till has a hissy fit over something or other.

Chinkle

Well I'm a good way off pensionable age and I HATE the self-scanning machines to the extent that I choose a cashier as far away from the wrecked things as possible. I can't bear all the noise they make, when you've got 8 of so of the damm things beeping and harping away "unexpected item the in the bagging area" "please swipe your card" etc etc.

God knows how the staff put up with the racket. Besides I'm sure it's faster if the cashier swipes and I bag up at the same time.

david39

70 - hated the things when they first put them in - now my favoured choice. No sullen till operator to upset you for the day and the process goes as quickly or slowly as you like.

On my first encounter with them, I was forced to use one at my local Tesco because they were the only checkouts operating at 7.00am when I went in early one day. I always use them now if I just buy a few items.

I notice that our B&Q have put some in recently as well.

*Louise*

Removing 4 tills still leaves 13 for non self scanners to use - I don't see the problem.

You shouldn't write off the elderly anyway, most of them are still willing and able to learn new things.

Oh...and 60 really isn't 'that' old these days.

doelani

david39 wrote: »

70 - hated the things when they first put them in - now my favoured choice. No sullen till operator to upset you for the day and the process goes as quickly or slowly as you like.

On my first encounter with them, I was forced to use one at my local Tesco because they were the only checkouts operating at 7.00am when I went in early one day. I always use them now if I just buy a few items.

I notice that our B&Q have put some in recently as well.

I think it is about choice, personally I would rather use the self scan in SOME shops. I have seen all ages using them . I actually went into a different shop last week for a few items and it was terrible with not having the choice of self scan.

I do not like tesco as I have never used it there that the machine has not asked for assistant to override something.

Our new asda has 4 of them and really wish they had more. Always people queing to use them , never had a problem , go smoothly every time. I live about a mile from store so usually only getting a few things so handy for me. Last week when I got more than the recommended 20 items for selfscan had to go to normal till and would have preferred to do it myself lol Another plus for self scan is liek already said you can go at own pack, no-one practily throwing your groceries at you while you try and get them into bags.

I also use the B&Q ones and think they are great.