RetailT
checkout duties to valuable in-aisle functions that ultimately increase retailers’ overall revenue. Ross highlighted how another key element of the
success of the project was the involvement of store staff, as well as customer feedback. “We felt from very early in the project that we would have to manage the staff engagement and the message we wanted to give with this technology,” he said. “Store operations teams were involved from the
beginning of the project and they held the responsibility of getting the right message to the store staff about what the benefits of this project is. To support this, Scotmid’s in-house training team worked very closely with the NCR training team to build a training package particular to our business and, as such, the store staff have responded tremendously to the project.” With its preparations and the backing of its staff,
Ross added that the initial Scotmid roll out was a success. “Ultimately the project is all about giving the customer a choice instore. Our customers in pilot stores have taken to it positively and the usage stats within the store have supported this,” he said. “Coupled with this, the staff in the trial stores have
all hit the ground running and have adapted to the new working processes very quickly, which pays testament to the time we have spent building up the store’s training packages around the project.” He added: “At this stage we are concentrating on
the self-checkout project at Scotmid. However NCR have a vast array of worldwide retail expertise that we would be keen to tap into should the correct project allow us to.” Drawing on the reasons for the success of the
project so far, Ross also shared the best practices Scotmid has built around implementing this kind customer-facing transaction and payment technology. “Decide early what you want to get out of the project and technology,” he advised. Getting the priorities for such a deployment right will be key, given that the Global EP Check
oS and Self- out 2013 study, from London-based researcher
Retail Banking Research, found the number of self- checkout terminal shipments will grow to 60,000 by 2018, up from 27,000 in 2012. “Our key driver was to give our customers an
alternative option instore and throughout the project we always tried to think of the software from a customer’s perspective. We stayed true to this and believed that both the software itself, the location in the stores and the staff engagement have all delivered this. By deciding early we feel that we have made the project journey smoother than a project of this scale would expect to be.”
www.retailtechnology.co.uk
echnology
of consumers use self-checkout when available.
55%of consumers who don’t use self-checkout when available said it
was because they had too many items or self-checkout wasn’t available at the time of checkout.
78% of self-checkout users prefer self-checkout over a cashier-assisted
lane because it’s FASTER.
of the cashier-assisted customers indicated they have used self-checkout at that store before.
Of those who have used self-checkout before,
60% indicated that self-checkout is usually faster than going
through a cashier-assisted lane. The self-checkout EXPERIENCE
of the consumers who said their self-checkout experience was “very good” related it to being “quick and easy.”
64% of self-checkout users and 44% of cashier lane customers agree that retailers who offer self-checkout provide better customer service.
Self-checkout shoppers are more loyal
1 in 4 self-checkout users would shop at their preferred grocery stores less frequently if self-checkout was no longer an option for them.
www.ncr.com
Source: NCR third-party commissioned research that surveyed over 400 U.S. consumers, January–July of 2012
Winter 2014 37
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