Chain Reaction

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The UK’s fastest growing retailer has just chosen to implement new self-service technology across its branches.
 
The agreement will see  Waitrose's supermarkets and growing number of convenience branches implementing Wincor Nixdorf self-service checkouts in order to speed up transaction times, minimise queues, reduce the space taken up by traditional checkouts and, ultimately, improve the overall customer experience. 
 
Prior to this announcement, Waitrose had been trialling Wincor Nixdorf self-service solutions across a number of its shops. Having worked initially to educate both staff and customers about the new technology and encourage usage, the retailer estimates that in those shops that have self checkouts, at least 20% of transactions are now channelled through these self-checkout terminals, with that figure significantly higher in some city-centre locations.
 
This has reduced queue times and enabled staff to focus on interacting with customers and delivering the quality service for which the company is famous.
 
 
“Excellent customer service is central to Waitrose’s success and transaction speed is a vital part of that, as is choice in the way customers wish to transact,” commented Graham Heald, Director of Retail Services for the supermarket chain.
 
“This technology gives people an alternative payment option which is fast, easy-to-use and means their in-store journey from entry to checkout is a smooth one. Our customers expect the highest standards and this is true whether they are talking to a member of staff or using a self-service checkout. We therefore looked closely at the technology and chose the solution that would deliver the standard of service that we and our customers demand.”
 
The self-service implementation is part of Waitrose’s strategic initiative to provide its customers with multi-channel payment options. It aims to embrace the latest technological innovation to improve the customer experience and enhance choice. Waitrose was one of the first retailers to make handheld scanners available to customers who then pay at the ‘Quick Check’ tills and it is currently exploring new technologies such as contactless payments.
 

Ed Brindley of Wincor Nixdorf said: “Self-service has become a core part of the shopping experience – to the point where consumers simply expect the option to be there. It is crucial that customers are able to shop conveniently, even during busy periods. The extensive trials have proven that Waitrose customers appreciate the advantages that self-service checkouts bring.”