News & people

Tesco to end ‘unexpected item in the bagging area’

Tesco is to introduce a brand new audio voice to its self-service and scan as you shop checkouts following feedback from customers.

Friendlier, more helpful and less talkative, the machines will no longer alert customers with the infamous phrase, ‘unexpected item in the bagging area’.

Introduced in 2003, Tesco now has over 12,000 self-service checkouts which play a crucial role for busy shoppers up and down the UK.

But the current voice has become a source of frustration for customers, with some describing it as ‘shouty’ and ‘irritating’, and putting them under pressure as they finish their shop.

The new voice uses softer phrases and is more customer-friendly. As well as changing ‘unexpected item in the bagging area’ six unhelpful phrases including ‘please take your items’ have been removed and ‘Thank you for shopping at Tesco’ has been added.

The new voice has already been installed in a small number of stores including Hatfield, Peterborough, Edinburgh and Kensington. It will be introduced in all of Tesco’s UK stores by the end of October.

James Dewen self service checkout operations manager at Tesco said: “Customers really like the convenience of our self-service checkouts, especially when they’re just popping into store to pick up lunch or a few items after work. But for some, the voice leaves them a bit frustrated.”

“It’s listened to by millions of customers every week, so we’ve acted on customer and colleague feedback and worked hard to get the new voice right to improve the shopping trip.”

Other Tesco news:

Tesco announces savings across baby and toddler products

Tesco appoints two brand advisers

John Allan is steps up as the new Chairman of Tesco

Tesco reports a £6.4bn annual loss

Tesco to become first UK supermarket to dip into growing vinyl album market

Tesco agrees to sell Homeplus

Tesco agrees sale of Spenhill sites to Meyer Bergman for £250m

Leave a Reply