However I would say that with self checkout machines there are a wide range of experiences. Some self checkout machines (e.g., Waitrose or M&S) are actually pretty okay. They tend not to have the little scales that try to reduce fraud and constantly complain about “unexpected item in bagging area”. My local Tesco express is the opposite. It only has self checkouts with scales - the scales are much too small and don’t accommodate the newer style plastic bags. I hate those machines with a passion, and I feel like Tesco has utter contempt for me as a customer whenever I use them.
Clearly there is a trade off between customer satisfaction, fraud, and business efficiency.
What’s sad is how little improvement there has been in self checkouts over the past 5 or so years. They rarely deactivate the security tags on products, or do anything else useful. Many don’t even accept coupons or successfully read store loyalty cards. They also seem to be used more in stores that probably should have fewer of them. The mini tesco in a major city has people buying alcohol on nearly every other transaction, and people shoplift much more. Checkout workers would help with that. On the other hand, a bigger shop in a more rural location might be well served with “scan as you shop”, which I think is a fantastic invention.