Analyst RJ Hottovy notes that purported improvements in payment efficiency are “weakening” due to the increasing complexity of mobile ordering and delivery systems, effectively creating a “restaurant within a restaurant.” In fact, a recent study from Temple University found that customers who use self-checkout often experience more stress in a busy environment, resulting in fewer orders. Technical issues make the user experience even more difficult.
Experts liken the impact of self-checkout machines to ATMs, which do not cause significant business losses but allow employees to focus on more important tasks.
Source: Ferra
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