For many, what was supposed to be convenience became irritation. Large carts of groceries slowed everything down. Families juggling kids, coupons, and loyalty apps found the process chaotic. Older customers or those less comfortable with technology felt alienated by a system that seemed to value efficiency over experience. Social media soon became a public complaint board filled with frustrated Walmart patrons venting about broken scanners, confusing prompts, and the disappearance of friendly cashiers who used to greet them by name.
Efficiency vs. Experience
Internally, Walmart executives couldn’t ignore the growing feedback. Data showed that while self-checkout lanes reduced labor costs, they came with hidden trade-offs — namely, declining customer satisfaction and a troubling rise in “shrinkage,” retail’s industry term for unaccounted inventory losses.Continue reading…
