Comments: When self-service isn't

Tidbits from: http://www.crmdaily.com/perl/story/16162.html

"....a study commissioned by NCR that found that 33 percent of consumers indicated that self-checkout would be a differentiator that would make them more loyal to one retailer over another. Other studies have shown that between 20 percent and 40 percent of consumers opt for self-checkout when offered a choice. And for retailers that providing this option, there is a 7 percent to 9 percent improvement in customer satisfaction"

- Mike, you're ruining the stats

But I must add that my experience is similar. I used self-service checkout at another retailer. I was buying a pair of jumper cables. When I scanned them the display responded with a bunch of question marks. Tried again and got the same response.

A clerk noticed I was having trouble and snickered that I didn't know what I was doing. So I let him try.

He scanned them and the same question marks appeared. Seems that my cables weren't in the computer database. So after pulling out his scan card, entering 5000 or so digits into the keypad he picked up the jumper cables, waved them in my direction and said, "Do you know how much they are?"

Technology at its best.

Posted by al at June 23, 2003 09:47 PM

This past week's 'For Beter or For Worse p' strips deal with this exact same issue .

From the Treo, I remain...

Posted by mere at June 24, 2003 01:04 PM