Shoppers prefer chat at checkout to self-service

SHOPPERS have voted for “chattier” experiences in stores as the shift to self-service checkouts continues to “dehumanise” the high street.

- Katie Elliott

Nearly half of UK adults are more likely to return to stores where they are served by a person rather than an automated cashier, according to a survey by the Belonging Forum.

Just 9% said they would be less likely to revisit shops offering human service. Kim Samuel, founder of the forum dedicated to battling social isolation, said: "The rise of self-service has dehumanised our high streets, with social consequences we're only beginning to understand. Older people, in particular, have been disproportionately impacted."

The survey of 10,000 people found that 60% of respondents are more likely to return to stores where they can ask questions and engage with a staff member.