Additional Coverage:
- Walmart is making a major change to its checkout process — and shoppers will love it (marketrealist.com)
Walmart Hears Shoppers Loud and Clear: More Manned Checkouts Returning to Stores
Colville, WA – In a move that’s sure to bring a smile to many shoppers’ faces, Walmart is rolling back some of its self-checkout reliance, opting to bring more human cashiers back to the front lines. This shift comes after significant customer feedback, demonstrating that sometimes, the old ways are indeed the best ways.
While self-service checkout machines became a ubiquitous sight during the pandemic for social distancing, their prolonged presence has drawn criticism from a growing number of customers. Now, Walmart is taking that feedback to heart, initiating changes at specific locations across the country.
A prime example of this customer-centric pivot can be seen at the Walmart store in Colville, Washington, approximately 70 miles north of Spokane. The store recently announced via a Facebook post that it would be reinstating more manned checkout counters.
“You asked, we listened! Major changes are coming to your local Walmart’s front-end experience!
We ask for your patience these next couple of weeks while we improve the front end with new self-checkouts and, more importantly, many more manned registers!” the post declared.
The announcement was met with overwhelming approval from shoppers in the comments section. One user exclaimed, “We certainly need more manned stations.”
Another pointed out a common frustration with the self-checkout design, quipping, “Self checkouts are now so small that if you have more than 2 bags of groceries, there is no place to put the bags.” A third suggested a more limited role for the machines: “Self check out should be for 10 items or fewer.”
Beyond customer preference, Walmart’s decision may also be influenced by another significant factor: a rise in shoplifting incidents. Manned checkout counters inherently provide a greater deterrent to theft, making it more challenging for individuals to exit the store with unpaid merchandise.
The Colville store is not alone in this initiative. Reports indicate that Walmart locations in various states, including New Mexico, Missouri, and Ohio, are also implementing similar changes.
This move was even predicted by some eagle-eyed shoppers, with one customer from Bradley, Illinois, noting a similar remodel at their local store back in January, stating, “Just to let everyone know, I got informed by a couple of Bourbonnais Walmart employees today that they are remodeling and going back to their old layout for the checkout. So no more self-checkout.”
This strategic adjustment by Walmart highlights the company’s responsiveness to consumer sentiment and its commitment to enhancing the in-store shopping experience for its diverse customer base. While self-checkout options will likely remain for those who prefer them, the return of more human interaction at the register is a welcome change for many.