Sainsburys Getting Rid of Tills to Put Customers First

Sainsburys is making a big change to the way customers shop in their stores. They're getting rid of traditional tills.

This change is part of their efforts to put customers first. As a result, customers will be able to check out more quickly and easily.

Sainsburys is investing in new technology to make this happen. This includes self-service checkouts and digital payment systems.

The goal is to make shopping at Sainsburys a more convenient and enjoyable experience.

The Sainsbury's SmartShop app is the key to this new checkout-free system. It's already available in 68 stores, but the trial is currently limited to the Clapham North Sainsbury's Local.

To use the app, customers scan the contents of their trolley as they browse the aisles, reducing waiting time at the checkout. After scanning an item, customers can put it straight into their own personal shopping bag.

The app requires customers to have an iPhone with Apple Pay set up on their device. This allows them to pay for their groceries using the app.

Once customers have finished shopping, they scan a QR code by the store's exit to confirm their purchases. They are then free to leave the store.

However, customers will still have to speak to a member of staff to remove security tags from any protected items. This is because the app doesn't currently allow customers to purchase alcohol or items that require security tags.

Sainsbury's is aware of the risk of customers trying to put items in their bag without scanning them. But the company is confident that the 99% of honest customers will use the app correctly.

The technology won't replace staff in the trial store, and staffed checkouts will remain open for customers who prefer to shop the traditional way.

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Sainsbury's is putting the customer first with their checkout-less shopping experience.

Their research showed that customers don't shop at just one store, they'll go to a different brand based on the customer experience and prices.

Customers said queuing was the major issue, not the products, location, or customer service.

Sainsbury's decided to focus on making the checkout process as frictionless as possible, rather than trying to solve the whole thing at once.

They developed a version of their SmartShop product that brings the payment into the device, but it wasn't an easy thing to achieve.

Some customers, like Metro's Courtney Pochin, found the payment experience a bit jarring at first, but they're open to change.

The new system is great for introverted shoppers or those in a rush, and it's also convenient not to have to unpack and repack their trolley or basket.

However, some customers still need a physical receipt, and the random basket checks can slow things down.

These are just a few of the challenges Sainsbury's is facing as they roll out their checkout-less shopping experience.

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Sainsbury's is testing a new technology in two stores, in Richmond and Kempton, where shoppers can pay directly on hand-held SmartShop devices, skipping the checkout queue.

The handsets will allow customers to tap to pay, printing or emailing a receipt before returning the device to its designated bay.

Sainsbury's future stores director Darren Sinclair says this move aims to reduce friction and improve the shopping experience for customers who prefer physical handsets.

It's a bit more ergonomic, Sinclair explained, suggesting that this technology could simplify the shopping journey.

The retailer is using heat mapping technology to track movement patterns around the store, providing deeper insights into in-store behaviour.

Sainsbury's CEO Simon Roberts emphasized that taking out manned checkouts doesn't mean there won't be any, it just means giving customers more choice for how they pay.

The trial is in the early stages, and some functions, such as applying colleague discounts or scanning physical Nectar cards, have yet to be rolled out.

Sainsbury's has been criticized for replacing traditional tills with self-service options in some of its stores.

The change has raised concerns about security, as some customers worry about shoplifters taking advantage of the new system.

Sainsbury's will need to find a way to prevent shoplifting, also known as "shrinkage", as it's known in the press.

Compliance is another major challenge, especially when it comes to items like alcohol and medicines that have age and dosage-based restrictions.

Older customers may struggle with the new self-service system, which could lead to a lack of conversation and companionship in stores.