EXCLUSIVE Inside the town boycotting self-checkouts: Very important reason why pensioners in Bridgwater refuse to use unmanned tills

The long queue of shoppers waiting to pay for their goods at a busy supermarket was emphatic proof that a call to boycott self-service checkouts is gathering support.

Next to the line of customers was a completely empty self-service area containing seven computerised check-out terminals.

The scene, at Bridgwaters Marks and Spencer in a bustling retail park, is exactly what a community group in the town has been calling for.

Bridgwater Senior Citizens Forum last month demanded shoppers avoid the growing use of self-service checkouts and use staffed tills instead to protect jobs and preserve human interaction.

The group said it believes automation is replacing workers and damaging customer service.

And it appears the vast majority of locals in the Somerset town have responded by boycotting the technology and are standing in line to be served by a human.

Few summed up it up better than retired publican Irene, 74, who said: I know I could be through checkout in a matter of minutes if I went to the self-service area, but you really cant beat being checked out by an actual human being.

Not only does it keep people in employment, but its wonderful for the shopper to speak to the person that is serving them, rather than tapping keys on a soulless computer.

Kirsty, 31, (pictured) who works as a chef, said: I think its really important to pay people to work at the checkouts

Andy, 67, (pictured) who worked in finance and IT at supermarket giant Sainsburys and Debenhams said: I do prefer to use a staffed till because we humans are social animals and I think we benefit from speaking to each other

Bridgwater Senior Citizens Forum last month demanded shoppers avoid the growing use of self-service checkouts and use staffed tills instead to protect jobs and preserve human interaction

Next to the line of customers was a completely empty self-service area containing seven computerised check-out terminals

Im in here today and theres just one person on a checkout till with a long line of customers, yet the self-service area is empty. I think that tells you everything you need to know.

I really do hate this idea of a self service checkout and as far as Im concerned – and many of my friends – I will never use them because its important to me to be engaging with a real person when I spend my money.

It was the same when I run a pub. There is no way any of my customers would like to have been served by a robot. Theyd rather have stayed at home.

I hope everybody gets behind this campaign so that the supermarkets start opening up more lanes for people to be checked out by members of staff. We all need social interaction, whatever were doing. I accept that sometimes when the place is busy it can take a bit longer, but its a price worth paying.

Mother and daughter Sharon, 56, and 31-year-old Kirsty both said they prefer to be served by a person.

Kirsty, who works as a chef, said: I think its really important to pay people to work at the checkouts. We have very high employment in Bridgewater and if all the supermarkets fill the checkouts with computers and make the staff redundant, it will only worsen this crisis.

Keeping people in employment is important and lets face it, the supermarkets make more than enough money to be able to keep them on.

Mum Sharon, 56 agreed. I would – and often do – join a queue of 10 or 11 people in order to pay for my goods at a staffed checkout, rather than use these wretched self-service checkouts. It keeps people in a job and I urge everybody to get behind this boycott.

Retired NHS practice manager Marion, 80, (pictured) who worked until she was aged 78, said it was vital to keep people in employment and wishes the self-service checkout system had never been invented

Bridgwater Senior Citizens Forum last month demanded shoppers avoid the growing use of self-service checkouts (pictured) and use staffed tills instead

Not everybody agrees. When Kevin Truman (pictured) ran 10 convenience stores in Bridgewater before retiring a few years ago, he admits he would have replaced checkout staff with self service terminals in a heartbeat

Retired NHS practice manager Marion, 80, who worked until she was aged 78, said it was vital to keep people in employment and wishes the self-service checkout system had never been invented.

She said: Where will we be as a society if we keep replacing people with machines? It shouldnt just be about profits. Shopping is to some extent a social experience and when I shop I like to chat to the cashiers.

At the end of the day Im a customer and Im paying money, and I think the supermarkets should respect our wishes when we spend in their stores. You wont catch me using a self service checkout system.

But not everybody agrees. When Kevin Truman ran 10 convenience stores in Bridgewater before retiring a few years ago, he admits he would have replaced checkout staff with self service terminals in a heartbeat.

He said: When youre in business, its all about the bottom line, despite what anyone tells you, and if you can save money by installing self-service checkouts, you would be a mug not to.

I understand the argument about keeping people in jobs, but when youre in business your responsibility is to keep the company afloat and maximise profits.

When I rang my convenience stores this technology was still at an early stage so I didnt bother with it, but if I was in business still, Id be using them today, without a doubt.

Its just the onward march of technology and people have to embrace it. Theres no point moaning about it. This technology is here and it is only going to be increasing in its use.

Young people dont care about using it because theyve grown up with this kind of technology and I think the older generations need to accept it too.

But Andy, 67, who worked in finance and IT at supermarket giant Sainsburys and Debenhams said a balance was needed.

He said: I can see both sides of this argument. I actually dont mind using the self-service checkout because it has the advantage of being quick, as long as its working.

But on the other hand I do prefer to use a staffed till because we humans are social animals and I think we benefit from speaking to each other.

Perhaps an answer to this problem would be to keep the option of the self-service checkout area, but maybe open a couple more staffed tills so that people dont have to queue for so long.

I would also love to see the supermarkets bring back packing assistance. I used to love going to the supermarket and having someone bag my purchases up quickly, efficiently and neatly. It made the whole checkout so much more enjoyable.

Glen Burrows, a member of the Bridgwater Senior Citizens Forum, said the issue goes beyond technology

He said: I just want us to get back to shopping being part of a human community service and not a robotic experience

Asda has pledged to increase staffing at traditional checkouts, and upscale chain Booths has eliminated self-checkouts entirely

It feels now like there are too few staff, but when businesses like supermarkets have been loaded up with so many additional costs, not least this governments recent introduction of extra national insurance payments, in addition to rising energy costs and everything else they have to find money for, is it really any surprise supermarkets are becoming more reliant on self service checkout systems?

At the end of the day when costs go up, the business has to recover those costs by either increasing prices or reducing outgoings, such as staff wages. It is just an inevitable reality of business in the modern age.

But young people in Bridgwater are supporting their older townsfolks campaign and joining the boycott.

Ollie, 19, said: My grandad told me about it and it made me think differently about technology. I can see where business and AI are heading and I dont feel comfortable putting people out of work so Im queuing for a staffed till from now on. I dont even care if it takes longer.

Most of the self service checkouts break down and you end up calling for assistance anyway.

Forum chairman Ken Jones said the groups campaign is not about older people struggling with technology but about promoting employment and social ties.

More and more supermarkets are replacing staff with machines, and we must help to reverse the trend, he said.

Mr Jones added: The knowledge and advice of retail staff is invaluable, but we also value human interaction above machines and artificial intelligence.

Just saying hello to someone makes you come back, especially in dark days of winter.

The feelgood factor, you cant put a price on it can you?

However, retailers argue self-service tills reflect changing consumer habits and offer speed and convenience.

Kris Hamer, director of insight at the British Retail Consortium, said: The expansion of self-service checkouts is a response to changing consumer behaviours, which show many people prioritising speed and convenience.

Many retailers provide manned and unmanned checkouts as they work to deliver great service at low cost for their customers.

But Glen Burrows, a member of the Bridgwater Senior Citizens Forum, said the issue goes beyond technology.

For a lot of people, shopping is about communication, about getting out and about – we dont want it to be a soulless experience between one person and a machine, she said.

I just want us to get back to shopping being part of a human community service and not a robotic experience.

Were quite right to say we dont want to go down that road. If enough people feel strongly, supermarkets will get the hint.

The trend has prompted some retailers to reconsider their self-checkout strategies. Morrisons CEO Rami Baitieh admitted the company may have gone a bit too far with self-checkouts.  

Asda has pledged to increase staffing at traditional checkouts, and upscale chain Booths has eliminated self-checkouts entirely.