Tesco is introducing a new audio voice with different phrases to its self-service checkouts, following feedback from customers.
The new voice is described as 'friendlier', more helpful and less talkative, and the machines will no longer alert customers with the unpopular, ‘unexpected item in the bagging area’.
The current voice had been described by customers as ‘shouty’ and ‘irritating’, and as putting them under pressure as they finish their shop.
Tesco says its new voice used softer phrases and is more customer-friendly. Along side the ‘unexpected item in the bagging area’, six other unhelpful phrases have been removed, while ‘Thank you for shopping at Tesco’ has been added.
James Dewen Self Service Checkout Operations Manager at Tesco explained, “Customers really like the convenience of our self-service checkouts, especially when they’re just popping into store to pick up lunch or a few items after work. But for some, the voice leaves them a bit frustrated. It’s listened to by millions of customers every week, so we’ve acted on customer and colleague feedback and worked hard to get the new voice right to improve the shopping trip."
The new voice has already been installed on checkouts in stores in Hatfield, Peterborough, Edinburgh and Kensington, and it will be introduced in all of Tesco’s UK stores by the end of October. Tesco gave no timeframe for its rollout in Ireland.
© 2015 - Checkout Magazine by Jenny Whelan.
