Advertisement

  1. ITV Report

Tesco change 'irritating' self-service checkout voice and axe 'unexpected item in bagging area'

Tesco is replacing its "irritating" self-service checkout voice after complaints from customers.

A shopper users a self-service checkout at a Tesco store. Credit: Tesco

The infamous phrase "unexpected item in bagging area" will also be axed in favour of a "friendlier, more helpful and less talkative" man.

It comes after customers said the current female voice was "shouty" and made them feel under pressure as they finished their shop.

The new voice is softer and unhelpful phrases such as "please take your items" have been removed, while "Thank you for shopping at Tesco" has been added.

Hear how the new voice compares with the old one below:

The new voice has already been installed in a small number of stores including Hatfield, Peterborough, Edinburgh and Kensington but will be in all 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 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."