Initially intended to save on staff costs, self-checkouts and order kiosks also caused customer dissatisfaction and smaller baskets. This is the observation made by two British retailers.
In the United Kingdom, the Japanese fast food chain Itsu (2023 turnover: €184 million, up 60% in a year) is backtracking on self-service ordering terminals. The business will increase the cash desks with staff from 1 to 3 in each of the 83 stores. . “While self-service ordering has become second nature for...
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Article authors
Morgane Monteiro
Journalist
Journaliste économique pour mind Retail depuis 2024, j’analyse la transformation digitale du commerce.