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The Grocer Talking Retail

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Sainsbury’s till-free experiment: looking to the future should never mean overlooking today’s customer

It’s understandable that the big grocers are always trying to anticipate the next disruptive technology in retail, and be its pioneer rather than its passenger. But they shouldn’t be too quick to jump in with both feet. After all, Amazon never is. Two years after the internet retailer’s acquisition of Whole Foods Market, who knows what its grocery ambitions are?

When Sainsbury’s reopened the refurbished Local branch in London’s Holborn as “the UK’s first till-free grocery store” in April, it said 82% of transactions at the store were already cashless. There should have been a clue in the 18% that weren’t.

The store lets customers use Sainsbury’s SmartShop Scan, Pay & Go app to scan and pay for their shopping with their phones. They must also scan an in-store QR code with their phone before leaving.

It had already offered this before the reopening but, like eight other London Local branches in Sainsbury’s Scan, Pay & Go trial, it retained checkouts for those customers still wishing to use them. In Holborn, the proportion that did so would have been even higher than 18%, since that was only those paying with cash. On top must be added those paying by card. The inevitable result was quite a lot of customers for whom shopping was complicated by the removal of the checkouts in Holborn.

Till-free might be the future of shopping – but customers are looking no further into the future of retail than lunch or dinner, and they will decide when to pay in new ways. 

Source: The Grocer Sep 17 | In-store Analysis