NATIONAL SENIORS AUSTRALIA
From self-service checkouts to disappearing cash options, the rapid transformation of the supermarket experience is leaving some older Australians wondering whether convenience for retailers is coming at the expense of customers.
For many seniors, a trip to the supermarket is about more than simply getting the groceries.
The familiar exchange with the person behind the checkout, the ability to pay with cash, and knowing somebody is there to help remain important parts of the shopping experience.
But as retailers embrace self-service technology, those choices are becoming increasingly important issues for older Australians.
National Seniors Australia has highlighted concerns about the changing face of shopping, particularly the growth of self-service checkouts and the continued availability of cash payments.
Research cited by the organisation suggests about two-thirds of Australian shoppers are now choosing self-service over staffed counters.
But National Seniors Australia argues the figures can be viewed another way – about one in three shoppers still prefers having a person behind the checkout.
And among seniors, resistance appears considerably stronger.
When National Seniors Australia surveyed more than 1000 people about self-service checkouts in 2023, almost half – 48 per cent – said they never used them.
Just 22 per cent said they used self-service checkouts all the time.
While advocates point to speed and convenience, there are concerns the move towards automation can create difficulties for people less comfortable with technology or those who simply prefer dealing with another person.
More recent industry research found convenience was the most commonly cited reason for choosing self-service, followed by flexible payment options and purchase privacy.
However, the same research identified customer frustration with delays, inflexibility and a lack of trust in the technology.
Accessibility has also emerged as an issue, particularly as supermarkets increasingly redesign stores around automated checkouts.
For some seniors, the human interaction provided by a staffed checkout is itself important.
National Seniors Australia noted some customers were prepared to wait longer in a queue simply because they valued their interaction with the checkout operator.
Cash remains king for some seniors, and the changing checkout is only one part of the debate.
