When technology makes honest people feel like thieves at the grocery store, something is broken

You can save this article by registering for free here. Or sign-in if you have an account.

Self-checkouts were introduced as a multi-purpose solution to labour shortages, rising wage pressures, and consumers’ appetite for speed.

Subscribe now to read the latest news in your city and across Canada.

Subscribe now to read the latest news in your city and across Canada.

Create an account or sign in to continue with your reading experience.

Create an account or sign in to continue with your reading experience.

Don't have an account? Create Account

In theory, they would modernize the grocery experience while reducing operating costs. In practice, they have become a source of irritation for many Canadians — and a growing liability for retailers.

Our recent survey shows that more than 60% of Canadians choose self-checkout when purchasing fewer than 20 items, especially Millennials and Gen X consumers. Boomers, however, remain resistant — many avoid self-checkout entirely. This behavioural split matters, because it illustrates a broader truth: Technology adoption is not merely about efficiency, but about trust.

What was meant to streamline the transaction has, paradoxically,........

© Toronto Sun