Asda is trialling new self-service technology aimed at enhancing customer convenience.
- In Greater Manchester, the grocery retailer is testing a returns ‘drop box’ at its Ashton-under-Lyne store.
- The ‘drop box’ allows shoppers to scan receipts and deposit items for automatic refunds.
- Additionally, Asda is exploring self-service tobacco and vape sales to reduce queuing times.
- These trials reflect a broader trend in retail toward self-service solutions.
Asda has initiated a forward-thinking trial at its Ashton-under-Lyne store, focusing on a self-service returns system. This innovative ‘drop box’ enables customers to return unwanted or faulty merchandise, spanning groceries to electronics, by scanning their receipt and product barcode. If all conditions are met, the process issues refunds automatically, thereby streamlining customer experience.
However, in cases where documentation is missing, Asda personnel can manually assist in the process, ensuring flexibility within this system. The drop box also accommodates product exchanges, demonstrating Asda’s commitment to customer service and operational efficiency.
Parallel to the returns trial, Asda is also exploring a novel approach to selling tobacco and vape products. Initially, staff will administer sales through dispensers at existing kiosks, marking the commencement of the two-phase test.
In the second phase, customers will utilise self-service tills for these purchases. Age verification will occur during checkout, and customers will obtain a receipt to retrieve their purchases from a vending machine. This approach aims to resolve congestion at traditional sales points, ultimately enhancing the shopping experience.
Alexander Lacy, Asda’s senior manager, has identified kiosk queues as a significant issue, which this trial seeks to address. Concurrently, other major retailers like Sainsbury’s and M&S are also advancing their self-service technologies, reflecting a broader industry trend.
Asda’s trials illustrate a shift in retail towards more autonomous shopping experiences.
