Itsu removing many self-service kiosks – admitting it went too far

Itsu’s founder and group CEO Julian Metcalfe has admitted the chain “overdid it” when it rolled out self-service checkouts.

The food-to-go company started the rollout five years ago, but Metcalfe now says “we put in too many screens”.

As of February this year, every Itsu restaurant has just one manned till and a number of self-service checkouts.

“After Brexit, there was a real fear that labour costs in the country were going to go to £20 an hour,” Metcalfe said.

“In fact, they haven’t for many of us, but clearly the cost of labour is going up.”

The Asian food chain, known for its sushi, will be removing many self-checkouts and instead plans to offer a mix of “half and half tills”.


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