Springfield, Massachusetts-based grocer Big Y eliminating self-checkout kiosks from its 58 stores in Massachusetts, Connecticut by end of year, citing slower checkout times, inadequate customer service

Andrew Rogers

LOS ANGELES , September 15, 2011 (Industry Intelligence) – Springfield, Massachusetts-based grocer Big Y announced that it will remove all self-checkout kiosks from its 58 stores in Massachusetts and Connecticut by the end of the year, masslive.com reported Sept. 15.

The company conducted research and concluded that the self-checkout lanes are not saving time for customers and are even taking more time than customers in standard checkout lanes, the company said in a Sept. 14 statement.

The machines couldn’t deliver the exceptional customer service that Big Y has been known for, nor could it meet the service needs of its customers, according to Michael A. Tami, Big Y’s vice president for information resources and technologies.

Big Y joins Idaho-based Albertsons Inc. in pulling self-checkout from its stores after Albertsons removed the machines citing an increasing divide between the customer and the level of service the company sought to provide.

The primary source of this article is MassLive.com, Jersey City, New Jersey, on Sept. 15, 2011.

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