Walmart’s “Scan and Go” and the Self-Checkout Struggle
Walmart introduced “Scan and Go” technology, allowing customers to scan items as they shop and pay via their phones, skipping traditional checkout lines. The goal was to streamline shopping and eliminate wait times.
Customer Response and Satisfaction Drop
However, the new system didn’t sit well with customers, and Walmart’s American Customer Satisfaction Index (ACSI) score dropped from 72 to 71 between 2016 and 2017. Critics, like Randy Parraz from Making Change at Walmart, argue that replacing cashiers didn’t improve convenience and only worsened customer service.
Return of Cashiers
In response to the negative feedback, Walmart has decided to bring back cashiers, hoping to improve customer satisfaction and boost their ACSI score.
