9 out of 10 customers hate self-service tills
We use them because they’re there (and they’re marginally preferable to monosyllabic/overtly effusive checkout assistants). But a staggering 93% of us can’t abide self-service supermarket tills and say that they cause more problems than they solve.
A survey by cash management company Glory Global Solutions revealed the huge amount of customers who are frustrated, bamboozled, and otherwise kicked in the bagging area daily by self-service machines.
But we would rather use them than stand in a queue behind a glacially slow old lady buying 6 tins of marrowfat peas.
However, there’s a weird gender divide when it comes to using them. 80% of women used them regularly compared to 77% of men. But women were more likely to start yelling at the machines, with 96% admitting that they’d lost it in front of one, compared to 89% of men.
Interestingly, more than a third of customers avoided self service at both supermarkets and banks, preferring human interaction. And a quarter said they didn’t use the technology because it was ‘too slow.’
Young people, though, use self-service machines willy nilly and have few complaints, probably because they grew up with the sound of their mothers swearing at a computerised voice.
But the results showed that despite the rise of the machines, many of us see (human) customer service as a vital part of doing our shopping and banking. Mike Bielamowicz from Glory Global Solutions said:
‘While the majority of UK consumers are open to using self-service machines at least some of the time, it’s significant that interaction with a staff member is still a key part of the retail experience for many people.’