The introduction of self-ordering kiosks at KFC branches across Saint Lucia has drawn a range of reactions from both customers and management. While the technology aims to improve efficiency and convenience, it has also raised questions about its impact on workers and accessibility for all customers.
In an interview with St. Lucia Times, Clinton Camille, delivery and special projects manager at Real Foods Inc., franchise holder for KFC Saint Lucia, said the new system is not replacing workers but rather “repurposing” them. He explained that, “Instead of replacing cashiers, our resources are reallocated… So individuals are repurposed to ensure that we have a consistent workflow.” Camille added that the kiosks have actually increased the need for manpower in the kitchen, as more orders are processed simultaneously.
He noted that the card-only kiosks were introduced after months of testing and partnership with Republic Bank. Camille highlighted that the system ensures paid orders are processed faster and sent directly to the kitchen, improving efficiency and reducing waiting time. “It provides more convenience in terms of less time,” he said, emphasising that customers now have “total control on your order” without worrying about miscommunication or rushing in a line.
Still, customer reactions have been mixed. One customer described the self-ordering machines as “a convenient and efficient way to place orders,” but raised concerns that the technology “poses challenges for individuals who are less technologically inclined or who may struggle with literacy.” The same customer also expressed disappointment that the kiosks do not accept cash, saying that this limitation “further excludes certain groups of customers and undermines the goal of accessibility and inclusivity.”
Others welcomed the new system. One customer said the machine is “quick and efficient,” adding that “you select your order and pay… Once you are done you just pick up and go.” Another frequent user shared that, “I find the machine is very comfortable and faster to use… I try my best not to go in lines, and it is an effective way to use my card again.”
Camille maintains that technological advancement at KFC is designed to “make the customer experience seamless” and empower staff through smarter systems rather than reduce jobs. “It’s about ensuring that customers now gravitate towards utilising the machine, as opposed to wanting to still take the line,” he said.
Similarly, the introduction of self-checkout services at Massy Stores reflects the growing trend towards technological integration in the retail sector.
Attempts to speak with officials at Massy Stores, Saint Lucia were unsuccessful, however Roxane de Freitas, CEO at Massy Stores Trinidad and Tobago, speaking at the recent launch of the self checkout service at its Brentwood location in Trinidad and Tobago, said the new self-checkout units are synced with point-of-sale units and offer a more seamless experience than the previous model.
“It also takes up less space in the store and is easier to manage by our support team. Customers are assured that the experience is secure as there will be surveillance cameras reviewing every aspect of the transaction, and there is an assigned attendant consistently monitoring the system.”
For those customers who are hesitant about using the new self-checkouts, De Freitas said it’s time to embrace the technology. “We all got used to using our mobile phones, ATMs and mobile banking so this is another step in that direction, and it allows you to control that transaction and you can also scan your Massy Card so you can get your points. It’s a fully integrated system.”
While these machines offer customers a faster and more convenient shopping experience, Saint Lucians expressed several challenges. One customer said, “the lack of adequate supervision raises legitimate concerns about theft and misuse. Without sufficient monitoring by staff, the likelihood of unpaid items leaving the store increases, which can lead to significant financial losses for the business. Furthermore, as with the self-ordering machines at KFC, customers who are less technologically adept may experience difficulties operating the system, leading to frustration and longer processing times.”
Another shopper also shared a less positive experience, saying, “It kept sticking and the supervisor had to come to clear it. Scanned nine items and it stuck with four of them. If I had gone to the line I may have finished faster.”
However, some customers expressed otherwise stating, “The ones at Massy, definitely it is way, super faster. It’s less lines. People avoid it because I guess a lot of people are not technologically savvy, but I am, so all of these things work really, really fast for me.”
As Saint Lucia continues to embrace digital transformation in everyday services, the balance between convenience, accessibility, and employment remains a key part of the conversation.
