Booths supermarket chain brings back fully staffed checkouts in Northern England as shoppers demand more human interaction over self-service machines

Imagine walking into your local supermarket and being greeted with a warm smile rather than a cold touchscreen.

That’s exactly the kind of shopping experience Booths, a northern UK supermarket chain, is bringing back.

In an era where machines are rapidly replacing people, Booths has chosen a different path—and it’s causing quite a stir.

While many supermarket giants are doubling down on automation, Booths made headlines in late 2023 when it announced it would be removing the majority of its self-service checkouts in favor of fully staffed tills.

With the exception of just two branches, all 27 of their stores made the switch. And the results? Customers are loving it.

Why Booths Decided to Go Back to People

According to Booths Managing Director, Nigel Murray, the return to human-operated checkouts has significantly boosted customer satisfaction.

The chain, affectionately known as the “Waitrose of the North,” has seen its satisfaction score rise from 70 to 74 out of 100.

Murray explained that having a dedicated person doing the job consistently throughout the day simply leads to better, faster service.

Not to mention, the move has also reduced incidents of theft—something many supermarkets struggle with when using unattended self-checkouts.

Older Shoppers Say, “Thank You!”

The change hasn’t gone unnoticed by older customers and advocacy groups.

Caroline Abrahams from Age UK praised Booths’ move, pointing out that many older people find self-checkouts confusing and frustrating.

For them, chatting with a friendly cashier isn’t just about convenience—it’s part of the shopping experience.

She noted that while technology can be helpful, it’s crucial for businesses to remember that not everyone adapts to it easily.

“It’s a positive step,” she said, “when stores recognize the value of human interaction and provide options that cater to all their customers.”

The Public Reaction: People Over Machines

When news of the change broke, the internet had a lot to say—and most of it was positive.

A MailOnline article covering the story attracted over 1,700 comments in just a few days.

Popular sentiments included:

• “I only use staff tills.”
• “Good, keep people in jobs.”
• “Top idea! Let’s bring people back, not machines.”

One reader even joked that anyone praising self-checkouts should be sent to cook their own meal at McDonald’s—because doing it all yourself isn’t exactly what most call good service.

Another frequent complaint? Unreliable self-service systems, especially in stores like Sainsbury’s, where shoppers say they’re constantly stuck waiting for assistance when machines inevitably get confused.

Automation Nation: Are We Going Too Far?

Despite Booths’ people-first approach, many UK retailers are still heading in the opposite direction. Tesco, for example, is rolling out its new “Scan As You Shop” system.

Shoppers use a handheld scanner throughout their trip, then pay at the end—no interaction needed, unless they’re randomly selected for a “service check” to confirm all items were scanned correctly.

Sainsbury’s and Amazon Fresh are also investing heavily in automation.

Amazon’s “Just Walk Out” technology doesn’t even require scanning—just pick up what you want and walk out.

Cameras and sensors do the rest.

While companies highlight the speed and convenience of these innovations, not everyone is convinced it’s the right direction.

Finding the Balance

There’s no denying that automation has its perks. It’s fast, efficient, and for some shoppers, more convenient.

But as Booths has proven, there’s still a strong desire for good old-fashioned customer service.

Not every customer wants to be their own cashier.

Some prefer the personal touch of chatting with a staff member while their groceries are being bagged.

And in a world that’s increasingly digitized, that simple human connection can mean a lot.

So, what’s next? Will more supermarkets follow Booths’ lead and bring back the human touch?

Or will the trend toward full automation continue to dominate?

Only time will tell—but for now, Booths is setting a bold example that shows people still matter.