Do DIY checkouts give you till rage?

SELF-service checkout counters are loved and loathed in equal measure — but new research suggests they could be causing longer supermarket queues.

Richard Hooton asked residents in Uppermill whether the machines provide a fast, efficient service or have become the bain of their lives.


THEY were meant to bring an end to long supermarket queues but new research suggests that self-service checkouts have lengthened customers’ wait.

And the shopworkers’ trade union reports an increasing number of cases where shoppers, frustrated by problems with the automated tills, have taken out their anger on staff — so-called till rage.

A separate survey found that in stores with a choice between staffed and automated tills it’s often quicker to choose the traditional method.

One in six customers were spotted having difficulty in using the self-service checkouts — struggling with “unexpected item” messages, rejected banknotes, incorrect identification of fruit and vegetables and age verification on alcohol.

Supermarkets say customers value their speed and convenience, but people shopping in Uppermill had mixed views — with many not keen on them.

Zeph Curwen (34), from Springhead, said: “I don’t like them because I don’t like how you have to put one item at a time in the bag and sometimes they are really restrictive and go off the scales. I find it a pain. I don’t find it any quicker.

“If you buy a bottle of wine you have to wait for approval. If it’s not working or you can’t find the right code it’s not any more convenient than waiting to be served by a person. They’re OK if it’s just a few items.”

But her son Archie (3) is a fan — as he likes scanning items to make the machine go beep.

Caroline Hardman (35), from Mossley, said: “I like the self-service as I buy what I need on a daily basis and it’s quick and easy.

“There are a few problems when you have to get people to help you but apart from that I find it quite useful. I shop at Asda where they are useful.”

Victoria Yates (36), from Lydgate, with son Luke (3), said: “I like talking to the cashier. You feel a fool when something goes wrong with the self-service tills. I hate it when they shepherd you to them.”

Sarah Capper (33), from Grotton, said: “I don’t like using them. I will look for a free checkout worker instead. You always have to ask for assistance. When something goes wrong you think ‘why have I bothered queuing at a self-service.’”

Pat Bridgestock (68), from Grotton, said: “Personally, I won’t use them. I would rather be served. I used one once in Ikea and a lady had to come and help us.”

Husband Colin (75) agreed, adding: “I just don’t like them. We would probably get it wrong.”

Former Oldham Council chief executive Andrew Kilburn (57), from Dobcross, stopped to share his views.

He said: “I have never used a self-service checkout. I prefer to go through the normal ones. I have seen them where someone has to help people through, which makes me think it’s not as easy as it should be.

“Normal checkouts have worked for years for me and I see no reason to change. I see no reason to create more ways of making people unemployed.”

Julie Thornley (43), from Grotton, said: “They can increase waiting times. If you have got alcohol then you have to ask someone to check your age. I work in Manchester and Marks and Spencer have now got security tags on the meat that don’t get deactivated and set the alarm off on the way out. But on the whole they are not too bad. I do use them for quickness if you only have a few things. There are pros and cons with everything.”