Study: Self-Checkout vs. Loyalty
Study reveals self-service checkouts may reduce customer loyalty for purchases over 15 items, despite popularity at Woolworths and frequent use at Coles.
January 23, 2024
Simon Rowles
Founder, CEO
Impact of Self-Service Checkouts on Customer Loyalty
A study in the USA has discovered that self-service checkouts can negatively affect customer loyalty, particularly when customers purchase 15 or more items. Despite this, self-service checkouts remain popular for their convenience at Woolworths Supermarkets, according to customer feedback. Similarly, at Coles Group, an increasing majority—two-thirds of their customers—prefer using self-checkout systems.
