Booths, a UK supermarket chain, is removing most self-checkout machines to prioritize human interaction and improve customer service.
Citing feedback about self-service being slow and impersonal, Booths is bringing back staffed checkouts in nearly all its 27 stores, except two in the Lake District. In a retail world focused on automation, Booths is standing out by championing personal engagement, arguing that “actual intelligence” from staff offers a better experience—and may help reduce theft. The move highlights a growing debate over the true cost and value of self-service technology.
