Just a couple of years back most retailers had written off in-store kiosks. But I had a moment in an Argos store yesterday; and it has made me think again about whether consumer perceptions of the technology have changed.

Just a couple of years back most retailers had written off in-store kiosks. But I had a moment in an Argos store yesterday; and it has made me think again about whether consumer perceptions of the technology have changed.

The moment came when I nipped into Argos on Camden High Street to pick up a digital camera I had reserved online. All seasoned Argos shoppers know never to go to a store without first reserving their chosen item online; and once you get there the kiosks are much the quickest way to pay for items already reserved.

With reservation number in phone (Argos really does have multichannel nailed by texting customers the number for free) I expected to be in and out within a few minutes.

Only things didn’t go to plan because there was a queue. Not a queue at the check-out or the collection desk, but a queue to use the kiosks.

For the first time ever, in any retailer, I witnessed demand to use kiosks outstrip supply. And it made me ever so happy — as Argos has persevered for years with this self-service technology when others might have given up. It deserves to be benefiting from the cost and customer satisfaction benefits that these devices can deliver when they are properly thought through.

The issue was already buzzing round in my head as Retail Week’s editor had made some very complimentary noises last week about the kiosks GIVe is rolling out in its stores and concessions. He’s not one to get over-excited by retail technology — that’s what he hired me for — so it is interesting just how impressed he was by a self-service device in a ladies fashion store.

Customers are comfortable using this type of technology, more comfortable than perhaps retailers give them credit for. Such devices will never be right for all retail environments. But if they are good enough for the customers of both one of the UK’s most successful fashion entrepreneurs and arguably the best multichannel retailer on the High Street, then they have got to be worth a second look.