One in nine self-checkouts in London convenience stores are out of action at any given moment because of technical faults, according to new research released by Scalefusion.

The research, covering 730 self-checkouts in 100 London stores run by four of the UK’s largest supermarket brands, found that on average 11% of machines were unavailable to shoppers. In one instance, every self-checkout was running but none could take contactless card payments, a fault that lasted for several days in a row.

Scalefusion is warning that, with so many convenience stores competing for the same customers, a single faulty machine will create delays and queues that erode customer experience and drive business elsewhere.

The Virgin Media O2 Business Movers Index found that 38% of UK shoppers have left a store or avoided returning because of complicated or unreliable technology, rising to 51% among Gen Z. Self-checkouts top the list of frustrations, cited by 33%.

Sriram Kakarala, Chief Product Officer at Scalefusion, says: “Convenience stores depend on quick visits - if speed isn’t possible, they’re no longer convenient. And there’s an alternative on almost every urban street. Technology now plays a vital role in how consumers experience a brand. Every machine out of action means longer queues, frustrated staff and disappointed customers."

“As convenience estates grow, supermarket chains are managing tens of thousands of self-checkouts, so a small technical fault can quickly become an operational problem at scale. A machine that’s out of action ties up staff and sends customers to competitors. Retailers need to be able to fix faults remotely and rapidly to keep downtime to a minimum, or they risk losing both customers and revenue.”

2026 RTIH Innovation Awards

Self-checkout technology will be a key focus area at the 2026 RTIH Innovation Awards.

The awards, which celebrate global retail technology innovation in a fast moving omnichannel world, have now closed for entries. Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Wednesday, 4th November.

Check out our 2026 shortlists and finalists here.

We received a record number of entries this year and many fantastic examples of technology excellence driving transformative change across the global retail sector.

Congratulations to all those who made it through the initial submission process! It’s now over to our star studded judging panel who will decide the winners to be announced at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London. 

The event will be held on Wednesday, 4th November and consist of a drinks reception, three course meal, awards ceremony presided over by award winning stand-up comedian, presenter, actor and broadcaster, Aurie Styla, and after party until 1am.

Click here to book your place at the 2026 RTIH Innovation Awards Ceremony on Wednesday, 4th November.