Tesco responds to calls to ditch machines for more people
The company has outlined its strategy to UNLEASH.
Why You Should Care
Tesco has come under fire for its self-service checkouts.
Discover how Tesco is repurposing staff and why it intends to continue investing in technology.
British-headquartered multinational retailer Tesco made headlines this week. Not only because of demand for the company’s refrigerated food products but because of a petition.
Pat McCarthy, a 69-year-old retiree and volunteer, took to Change.org to petition for more customer service staff and fewer self-service checkouts.
McCarthy wrote: “What used to be a great shopping experience has now become physically difficult, overwhelming, and a ‘nightmare’.
“At my local Tesco mega-store, and probably all over the country, Tesco is bringing in new self-service and sort-it-out-yourself card only till machines. They make up two-thirds of the tills now.”
Her concern is that those who are not confident with technology, the elderly, and the disabled will struggle to use the systems. On top of that, McCarthy missed the human interaction with staff who are now working in different areas of the business.
This petition managed to get over 220,000 signatures in just two days “#BringBackTescoStaff” began trending on Twitter.
The conversation drew a host of opinions from the public.
The truth is, it’s obviously better business to use self service. The only way to increase jobs at Tesco is to order it online. Then Tesco will need people to pick and deliver it to you. #BringBackTescoStaff
— almanac88 (@almanac88) July 19, 2022
So I see that #BringBackTescoStaff is trending as people arent happy with more self service tills it seems. Best way to deal with that, is just dont shop there. At all. hit them in the wallet and let them know you've done that #EveryLittleHelps
— Stuart Bannerman (@FromPage2Screen) July 19, 2022
I've stopped using tesco's because of the lack of staff to take my cash. #BringBackTescoStaff
— RUBYSHINE (@Pjd67Paul) July 19, 2022
Tesco’s response
Naturally, UNLEASH was keen to understand how staff have been impacted by changes to workflow, and a Tesco spokesperson has offered insight into the business.
The spokesperson told UNLEASH: “Our colleagues and the friendly service they provide are absolutely vital to our stores and will always be on hand to help our customers, whether they are checking out at one of our colleague-operated or self-service checkouts.
“We first introduced self-service checkouts nearly 20 years ago to give our customers a choice and our stores have both types of checkout.”
Tesco also outlined that all bar one store in Holborn, London, offer a choice of staffed checkouts or self-service.
For staff members in Tesco who are not physically able to assist on self-service machines, the retailer will put them on manned tills.
Tesco also wants to help customers with additional needs. This can be seen in its work with the Royal National Institute of Blind People as it develops a zoomed-in feature on self-service checkouts to help partially-sighted people check out independently.
The company is also making the height adjustable on self-service machines.
It is clear that Tesco is staying on the path of self-service. However, many will be relieved that the company is keeping its staff and attempting to make its services as accessible as possible.
Despite taking steps to improve customer experience, will consumers feel that Tesco has done enough?
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Senior Journalist
Dan combines his first-hand experience alongside the latest news and opinions in the HR Technology space.
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