Many of us fondly recall a time when the weekly supermarket trip was more than just shopping — it was a chance to connect. You’d be greeted by the friendly nod of a familiar cashier, catch snippets of local news, and exchange a few words that brightened the day. For older generations, these fleeting moments of human interaction were vital.
Now, that simple pleasure is under threat. Chancellor Rachel Reeves’ recent Budget raises a critical but overlooked question: why is the government making it more expensive to employ people, especially as automation and self-service increasingly replace human interaction? An increase in employer national insurance adds pressure on businesses already stretched thin, driving many further toward self-checkouts.
Automation and innovation have their place, but what do they mean for people-focused sectors like high streets? How does this affect society? The rise of self-service tills has been staggering, jumping from 53,000 to 80,000 in just five years. Meanwhile, we’ve seen a parallel decline in post offices, bank branches, and community hubs. The high street — a cornerstone of community life — is being eroded.
As part of our Belonging Forum campaign, I recently spoke with the chairman of a major supermarket chain who wants to see shops rehumanised. But he was concerned that businesses could no longer plan to invest in hiring more staff for tills when government policy seems to prioritise “automation and innovation” over people at every turn.
A supermarket trip used to be a chance for a chat: catching up on how the school football team did, hearing about a new baby on the street, or simply sharing a joke. Today, many of us stand silently at self-checkouts, focused on the robotic voice warning about “unexpected items in the bagging area.”
For older people, particularly the 4.2 million Brits who rarely or never use the internet, the transition to automation is even harder. The pub might have closed years ago, and family connections may rely on technology that’s hard for them to navigate. A conversation at the till could be the only meaningful interaction they have all day.
This Budget’s employer tax changes will only worsen the situation, making roles like cashiers even less viable. Low-wage jobs will become disproportionately expensive, further accelerating the shift to machines. The social cost of this is immense, as small but vital human connections are replaced by convenience.
Enter “chatty checkouts.” These are simple: tills designated for customers who want to take their time and enjoy a friendly conversation with the cashier. They’re not just about nostalgia; they’re about combating isolation and rebuilding community.
Some supermarkets, like ASDA and Booths, are rethinking automation. They’ve noticed that while self-checkouts may be faster, they often result in higher theft rates and lower customer loyalty. Personal engagement at tills not only improves satisfaction but also boosts spending. Deloitte research shows shoppers who feel valued are more likely to return.
Chatty checkouts could help turn the tide, offering a win-win for businesses and customers. Supermarkets championing such initiatives would be seen as not just caring about their customers but also as community builders.
There’s growing resistance to the dehumanisation of everyday life. The outcry over plans to close train ticket offices resulted in the largest public consultation response in UK history. Banking hubs are reopening in response to public demand, and community-owned pubs are on the rise. It’s clear that people value face-to-face interaction and will fight to preserve it.
Supermarkets should take note. This isn’t about resisting technology or forcing change on consumers; it’s about offering choice. Chatty checkouts are a small but meaningful way to preserve human contact in an increasingly automated world.
At The Belonging Forum, we’re campaigning for policies that embed connection into our society and economy. Chatty checkouts are just one idea, but their potential impact is profound. We’re working with businesses, politicians, and community leaders to make them a reality.
The budget makes ‘chatty checkouts’ hard to achieve but more essential than ever. In November, employment growth turned negative for the first time since 2020, with businesses bracing for job cuts. Some of Britain’s largest retailers — including Tesco, M&S, Boots, and B&Q — have warned.
Chancellor Rachel Reeves that higher taxes on jobs could force them to reduce staffing further. This isn’t just a business challenge; it’s a community one.
The loss of small, everyday interactions — whether a kind word at the till or a moment of shared laughter — erodes the sense of belonging that holds us together. These moments may seem trivial, but they are a lifeline for many, reminding us that we’re part of something larger than ourselves.
Next time you’re in the supermarket, skip the self-checkout. Join the queue, strike up a conversation, and share a bit of your day. It might mean more than you know — to both of you.
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