Booths, a supermarket in the north of the UK, has significantly changed its operations by removing self-service checkout tills from its stores. The decision was implemented in November 2023 and has resulted in removing self-service checkouts from all but two of its outlets. The chain wanted to improve its in-store experience for its customers with the move. Since removing self-service checkouts from 24 stores, the retailer reports an increase in overall customer satisfaction and faster service.

This change is part of Booths' store investment programme, which has seen the supermarket focus on hospitality and expertise at its counters. Nigel Murray, Booths' Managing Director, told The Grocer: "We're at 74 now, up from 70 (out of 100). Not all of that is due to the fact that we've taken self-service checkouts out of many of the stores. But when you look at things like service, into the 'promise of things to come' section, we've scored brilliantly."

Booths believes that removing self-service tills has also led to a decrease in shrinkage. While Murray stated that combating in-store theft was not the primary aim of the move, he described it as a "happy consequence". He further added that he was "absolutely convinced" that the positive publicity surrounding the initiative has drawn more customers to Booths stores.

Highlighting increased customer satisfaction, Murray has asserted that staffed checkout tills offer a speedier service compared to self-service checkouts, Manchester Evening News reports.

Speaking to The Grocer, he explained: "In really simple terms if you've got somebody who is doing a job repetitively for six, seven, eight hours a day, they are going to do it faster and better than if you are just turning up to do it once every three days."

Murray further emphasised the importance of human interaction, stating: "So, in terms of speed of service we made sure we invested in having people at the tills to serve customers, and the results are clear."

The change by Booths contrasts with the direction taken by other top UK supermarkets such as Tesco and Sainsbury's, which believe that self-service checkouts enhance customer service and cut down on expenses.