In November 2023, Booths, a UK supermarket chain operating in northern England announced the removal of self-service checkouts from all but two of its 28 stores. The decision of Booths Self Checkout Removal was the result of customer feedback aiming to increase the shopping experience by restoring staffed checkouts. The exceptions are the Keswick and Windermere locations in Cumbria which will retain self-service options to accommodate high tourist traffic during peak times.
Managing Director Nigel Murray highlighted that customers found self-checkout machines to be slow and unreliable. He noticed challenges with scanning loose items like fruits and vegetables and the need for staff intervention when purchasing age-restricted products. Murray emphasized Booths’ commitment to personal service, stating, “We like to talk to people… rather than artificial intelligence, we’re going for actual intelligence.”
Booths, often referred to as the “Waitrose of the North,” has a longstanding philosophy since its founding in 1847: “sell the best goods available, in attractive stores staffed with first-class assistants.” The company believes that removing self-checkouts aims to deliver a “warm northern welcome” and investing in staff to maintain high service standards.
While some customers expressed concerns about potential longer wait times, others welcomed the return of human interaction at checkouts. Booths’ move contrasts with the broader retail trend of increasing computerization. However, it reflects a growing response among some shoppers who prefer personal service over self-service technology. The decision of Booths self checkout removal shows Booths’ dedication to customer satisfaction.
