Banks shed branches and loyalty
Mr Urquhart said there was a stark lesson to be had for supermarkets from changes in the banking industry, which pushed customers away from using branches and into using automatic teller machines and online banking.
"About a decade ago, the banks started closing branches and there were no options," Mr Urquhart said.
"One of the consequences for them was a lack of loyalty.
"Today the average Australian adult runs 3.8 accounts across 3.1 financial institutions.
"What they are doing is going to multiple banks and they have no loyalty, and banks are finding that it is very hard to get more business out of their customers."
Mr Urquhart also believes the entrance of German discount supermarket chain Aldi into the Western Australian market in 2016 will disrupt the two major supermarket's customer bases.
"They have between 11 to 14 per cent market share in the eastern states and significantly, there are no automatic checkouts there," he said.
"I think some stores are going to learn a basic lesson in customer relations. Technology should compliment, not replace, people."
Mr Urquhart said there was very little difference in price between the major supermarkets in Australia, with service a way for businesses to differentiate themselves.
But for the one in six people who do not mind, self-operated payment can be a bonus.
One person who visits the supermarket four times a week told 720 ABC Perth: "I love automated supermarket tellers."
"I will go out of my way to go to a supermarket that has them, as it is so much quicker than lining up behind people with big trolleys."
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