Study: Supermarkets Cut Back on Self-Checkout Lanes

In the age of the E-ZPass and ATMs, this may come as a big surprise: Fewer shoppers are using self-checkout lines, according to a survey.

From The Associated Press:

Market studies cited by the Arlington, Va.-based Food Marketing Institute found only 16 percent of supermarket transactions in 2010 were done at self-checkout lanes in stores that provided the option. That's down from a high of 22 percent three years ago.

Overall, people reported being much more satisfied with their supermarket experience when they used traditional cashier-staffed lanes.

The popularity drop was pinned partly on user confusion over how to use coupons, general delays and slower checkout machines. Some said they liked the human interaction. In that case, there's long-term hope for bank tellers.

For those perfectly happy with the current system, don't fret. , which has self-checkout lines at its Woodward Avenue location, seems to have no plan to roll back its system.

Dale Hollandsworth, with consumer communications for the company, told Royal Oak Patch he was surprised by the study. "For a certain group of people, taking away their self-checkout line is like taking away their coupons."

Hollandsworth said self-checkout lines at Kroger are a well-received concept that speeds up checkouts.

"For Kroger, the speed of self-checkouts has enhanced the time spent waiting in line," he said. "When you can reduce the time spent waiting, you have happy customers, and the whole idea is to make the customer happy and give them choices."