9 Frustrations Stopping New Jerseyans From Embracing Self-Checkout
Self-checkout lanes seem like a great idea in theory, but many New Jerseyans still choose not to use them.
These are some of the most common reasons why shoppers prefer to stick with the (hopefully!) friendly face of a human cashier.
Fear of Technology
Many shoppers feel uneasy when it comes to using new technology. A survey from Raydiant revealed that 67% of people who’ve used a self-checkout lane have experienced a failure.
Naturally, anyone already unsure about using self-checkout lanes isn’t going to be eager to take the leap upon hearing stories of people who’ve struggled with the machines.
Furthermore, the fear of breaking something or making a mistake can stop some customers from giving self-checkout a try.
For many people, it’s easier to trust a person with a friendly smile than to trust a machine that might not work the way it should.
Concerns About Errors
Self-checkout machines can sometimes have glitches that lead to mistakes.
These errors might mean items aren’t scanned correctly or prices are mixed up, which worries shoppers who don’t want to be held responsible for a mistake.
Of course, some mistakes can favor the buyer. Regardless, many customers would prefer to pay the true price for their items than risk errors for or against them.
Many customers prefer to have a human check their items because a cashier can quickly fix mistakes and offer help when something goes wrong.
Preference for Human Interaction
A part of the shopping experience for some people is the chance to chat with a real person. A poll by CivicScience found that about 57% of shoppers prefer to interact with a human cashier rather than a machine.
The friendly conversation and extra help at the register make a visit to the store more enjoyable for many people.
Don’t believe us?
A Business Insider report states that self-checkout might be making Americans lonelier.
Humans can notice when a customer looks confused or needs extra help, which a machine can’t do (yet). This personal touch makes many shoppers feel like the store is serving them rather than the other way around.
Usability Issues for the Elderly and Disabled
Self-checkout machines can be hard to use for older shoppers or people with disabilities. According to CivicScience, about 67% of Americans 55 years and older say they prefer a human cashier.
Meanwhile, only 39% of people between 18 and 24 prefer the human touch.
When buttons are small and screens are bright, it can be difficult for people with vision or motor skill problems to use self-checkout machines.
This challenge can lead to frustration and even embarrassment, which makes many seniors choose the regular checkout line instead.
When the process is too complicated, the extra time and potential for mistakes often don’t seem worth the quick benefits that self-checkout can offer.
Lack of Assistance for Price Checks and Bagging
Sometimes, self-checkout machines don’t give shoppers the help they need.
According to RetailWire, 80% of shoppers report having needed help at least once with self-checkout, often when it comes to weighing produce.
When a machine doesn’t explain things clearly, it can lead to mistakes and extra stress at a time when people just want to finish their shopping quickly.
When a cashier is nearby, they can guide customers and correct errors right away. The absence of a helping hand at self-checkout can leave shoppers feeling unsure, and that uncertainty makes many customers go back to the traditional checkout lane.
For many, having someone to ask for help is worth a few extra minutes at the register.
Fear of Being Monitored
Many Americans worry that using self-checkout machines means their every move is being watched.
According to a Pew Research Center survey, 81% of people say they have “very little” or “no” control over the data companies collect.
This fear of being monitored can make shoppers hesitant to use self-checkout, where cameras and sensors keep an eye on every step of the process, including their credit or debit card information.
The worry is that information about what they buy and how they use the machine might be collected and misused.
Even if the monitoring is meant to improve security, many shoppers feel that their privacy is at risk when a machine is keeping track of their every move.
Inconsistent Technology and Glitches
Let’s face it: Self-checkout machines don’t always work as they should. Glitches range from a machine freezing to misreading a barcode, leading to delays and stress for the shopper.
The unpredictable nature of these glitches often leads to customers abandoning the self-checkout lane entirely.
Many shoppers believe that the time saved by using self-checkout is quickly lost when the machine malfunctions.
For them, it is better to wait for a cashier who is skilled at handling issues quickly and reliably.
Perceived Unfair Pricing or Extra Charges
Some shoppers feel that self-checkout lanes can lead to extra fees or unfair pricing.
In 2024, a rumor even spread that Walmart was charging $98 to use their self-checkout lanes.
Here’s the good news: Companies usually don’t charge fees for customers to use the self-checkout lane, just like they don’t charge fees for you to use a human cashier.
Nevertheless, this perception of hidden fees makes some people choose the regular checkout lane where a human can make sure that the price is right.
When people feel that a machine might trick them into paying more, they naturally lean toward a more transparent, person-to-person transaction.
Social and Cultural Habits
Shopping has long been a social experience, and for many, the human connection is an important part of the process.
In a culture where service and personal interaction have been the norm, the move to self-checkout can feel too sudden.
Many people have grown up with the friendly banter of cashiers and the comfort of interacting with another person during their shopping trips.
This deep-rooted habit means that even if self-checkout machines are faster, many shoppers still choose the line with a human because it feels more natural.
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