Tuesday, June 25, 2024

ALDI transforming shopping experience

Self-checkouts offer ALDI customers a quick and convenient way to shop, becoming a part of the ‘Good Different’ shopping experience in select stores around Australia.

“Taking home Canstar Blue’s 2023 Most Satisfied Customers Award (for the sixth year in a row), has only made us want to try even harder to make sure customers’ in store experience is a Good Different one. We are always looking for ways to improve for customers, and self-checkouts are a part of this,” says ALDI Australia Director of National Store Operations Hayden Pierce.

“Self-checkouts are not only efficient for our customers, but also support our business operations by freeing up our employees to focus on customer service, stock replenishment and store presentation. A win-win for everybody,” he said.

“As more self-checkouts begin to pop up in stores around the country, here is your ultimate guide on how the ALDI shopping experience is evolving.”

ALDI adopts self-checkouts
Self-checkouts are not new to Aussie customers, who have been using these throughout their shopping experience in a variety of stores. “At ALDI, we make business decisions in line with our low-cost model so we can consistently provide high quality groceries at the lowest prices. We’ve been watching with keen interest the convenience self-checkouts provide customers as well as the value and efficiencies they drive for business,” Mr Pierce said.

“After a successful trial, we were pleased with the response from both our employees and customers. As a result, ALDI will be adding more self-checkouts to stores across Australia, as another way to keep our shoppers satisfied.”

Which stores trialled self-checkouts?
In May 2021, ALDI commenced a self-checkout trial across 10 NSW stores, the first being Darlinghurst.
“Feedback from the first day of the trial was overwhelmingly positive with more than half of our customers opting to use the new self-checkouts. Shoppers also commented that they enjoyed the choice and appreciated the convenience of having a quick and easy option when only shopping for a few items,” Mr Pierce said.
“After the trial period concluded, we extended installation across the country with self-checkouts now in every State and Territory where we have stores.”

How many stores have self-checkout?
There are a number of stores with self-checkout in every state. By the end of 2023, ALDI anticipates there will be around 200 stores with self-checkouts. ALDI has over 580 stores in total.

How does this impact store employees?
“Our store employees will always be an essential part of our business as they are on the frontline of bringing our shoppers the high-quality, low-priced groceries they love,” Mr Pierce said.

The rollout of self-checkouts will require store employees to support and monitor customers use of self-checkouts and assist with any issues. It will also provide them with more time to focus on creating a quality experience for shoppers by keeping fresh produce and general stock available and the store clean and well presented.

“While self-checkouts are a convenient way for customers to shop, our staffed checkouts remain a crucial component of every ALDI store in Australia. So, while we continue rolling out self-checkouts in each state, we currently have no plans to eliminate staffed checkouts,” he said.

What if customers don’t want to use self-checkouts?
ALDI stores will continue to operate with both self-checkouts and staffed checkouts, so customers will still be able to choose the option they prefer.

Customers can ask an ALDI employee to open a staffed checkout if there is not one already available.

Do self-checkouts accept cash transactions?
All self-checkouts will accept card only to maximise efficiencies and eliminate the additional complexity involved with cash self-checkouts. “If customers choose to pay with cash, they can ask an ALDI employee to open a staffed checkout if there is not one already available.

“Like all card transactions at ALDI, a 0.5% surcharge is included on all credit card and contactless card purchases at self-checkouts. Customers who process payment by inserting their card and selecting savings will avoid this fee,” Mr Pierce said.

Can liquor be purchased at self-checkouts?
“No, liquor cannot be purchased through our self-checkouts. Customers wishing to purchase liquor can do so through a staffed checkout,” he said.

Will the installation of self-checkouts impact customers’ shop?
During installation of self-checkouts, the store will continue to trade as normal, although with some changes to the register area. “We appreciate our customers’ patience during this time.”

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