Like them or hate them, the self-service tills revolution shows no signs of going away. Since they were first introduced by Tesco in 2003, they have divided opinion, with some shoppers liking the idea of scanning and getting on their way while others bemoaning the loss of personal touch.
But now some shoppers are revolting against the automated tills, with over 218,000 frustrated customers signing a petition calling for the supermarket to stop adding the self-service checkouts to their stores. The petition, on change.org, was started by London customer Pat McCarthy earlier this year, when she became frustrated after, she claims, two thirds of the tills at her local store were turned over to self-service, and she is calling on Tesco to redress the balance.
Mrs McCarthy's petition argues that the tills – which are often card-only – are not accessible for many shoppers on a budget and also states that that older people and those with disabilities are less likely to be able to use self-checkouts and the lack of staffed tills was leading to long queues for those who couldn’t use the self-service tills. She has asked people to support the campaign on social media and message Tesco directly, using the hashtag #TescoVeryLittleHelps.
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“I want Ken Murphy, the chief executive officer of Tesco, to bring back more staffed tills and check-outs,” said McCarthy. “I want him to commit to a People & Profit Policy not a Profits before People Policy.” The petition, which calls on Tesco to “stop replacing people with machines” has gained momentum on social media, driven by hashtags #BringBackTescoStaff and #TescoVeryLittleHelps.
@paulrobinson64 said: "#BringBackTescoStaff I don't like self scan. Takes too much time. An experienced checkout operator will take money much quicker. Self scanned shopping should come with an additional discount," while @AlisonR84198452 exoplained: "The #BringBackTescoStaff is because many disabled people cannot operate the self service checkouts, the poor sighted have difficulties with the card machines, and those with crutches or in wheelchairs find it very difficult. Could happen to any one of us, anytime!"
However, others argued the self-service tills were just progress, with @_JamesFinegan asking: "For everyone tweeting #BringBackTescoStaff do you all still use travel agents or do you book online? Do you shop local or do you order online? In fact, why are you not using your local greengrocers, butchers and baker? It's weird how people only care some of the time," and @CraftyArtist4 saying: "#BringBackTescoStaff I wouldn’t mind self service if they put on more tills that take cash rather than card only. Don’t always want to use my card."
@Joewozhere424, however, is not a fan. "#BringBackTescoStaff Tesco should Pay me to use there Self service tills.. Basically its me 'Working for Tesco' as my Own Cashier!" he said.
A Tesco spokesperson said: "Our colleagues and the friendly service they provide are absolutely vital to our stores and will always be on hand to help our customers, whether they are checking out at one of our colleague-operated or self-service checkouts. We first introduced self-service checkouts nearly 20 years ago to give our customers a choice and our stores have both types of checkout.”
Tesco opened its first completely checkout-free store last October, where shoppers can pick up their groceries and pay without going to the tills. The trial store, called Tesco GetGo uses cameras to replace checkouts, with the technology designed to track items as shoppers place them in their baskets. Customers scan the Tesco app on their mobile phones as they enter the store, in Holborn, London, and are charged for the products once they have left the shop.
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