Walmart Changes Directions: Gives Up on Expanding Self-Checkout Due to Customer Concerns

Shopping often takes longer than anticipated due to large checkout lines and trouble finding items.

Self-checkout lanes were implemented by some stores, notably Walmart, in order to get around these challenges. To further accelerate shopping, Walmart launched “Scan and Go” technology.

However, there were issues with this strategy. Customers disliked the extra responsibilities and lacked the personalized touch.

Randy Parraz of Walmart’s Making Change program said, “You can’t convince customers to do the job of a cashier just because you don’t want to pay for the work.” In response to this kind of criticism, Walmart decided to shift its focus. Rather than increasing automation, it will hire additional cashiers to provide better customer service.

This action shows a newfound commitment to customer satisfaction and involvement.

Walmart’s choice to stray from its intended path shows us that, even in a more automated world, human connection is still crucial and that businesses need to find a way to combine productivity with customer satisfaction.