Fala odejść w Castoramie. AI i pytania przy wyjściu irytują pracowników i klientów

## TL;DR

Staff Exodus Reported: Experienced Castorama employees in Poland are reportedly leaving amid new customer service rules tied to monitoring systems.[[1]](https://wiadomosci.onet.pl/krakow/fala-odejsc-wsrod-pracownikow-castoramy-w-tle-zmiany-z-ai-uwlaczajaca-rola/1yfqvgf)
Exit Question Practice: Workers must ask customers why they are leaving without purchases, which staff describe as demeaning.[[1]](https://wiadomosci.onet.pl/krakow/fala-odejsc-wsrod-pracownikow-castoramy-w-tle-zmiany-z-ai-uwlaczajaca-rola/1yfqvgf)
AI-Linked Pressures: Newer hires struggle with AI-driven scheduling and conversion targets that affect pay and morale.[[2]](https://www.fakt.pl/pieniadze/castorama-pod-ostrzalem-pracownicy-zabieraja-glos-mowia-o-odejsciach/y7gvq02)

The story at a glance

The Onet article reports on a wave of departures among long-serving Castorama staff in Poland, linked by employees to recent changes in store operations involving customer monitoring and performance metrics. A customer in Kraków described being repeatedly approached by staff and then questioned at the exit about leaving empty-handed. The company responds that the practices are standard in retail, comply with labor law, and are not based on artificial intelligence for monitoring.

Key points

Long-tenured employees are leaving Castorama stores, with newer temporary staff filling gaps and reportedly struggling with customer advice roles.
Staff say AI-based systems track customer numbers, interactions with employees, and purchase rates, influencing shift planning and bonuses.
A key metric reportedly requires at least 50% of entering customers to make purchases; group visits on one receipt can hurt scores.
Employees must greet customers multiple times and ask those exiting without buys for reasons, which many call uncomfortable or "uwłaczająca" (demeaning).
Customers report irritation from repeated approaches and exit questions, leading to negative online feedback.
Castorama states basic pay is unaffected by conversion rates, schedules follow traffic patterns and labor rules, and temporary workers are used seasonally.
Employee review sites show low ratings for the company, around 1.7/5, with recent complaints about atmosphere and conditions.

Details and context

The changes center on camera-based monitoring of store traffic and customer-employee contacts, followed by analysis of receipts and invoices. Workers say this creates pressure to boost conversion statistics, sometimes leading to suggestions for splitting purchases across multiple receipts. Scheduling algorithms now play a larger role, reducing flexibility that previously helped balance work and private life. This has reportedly increased reliance on agency temps who lack product knowledge. The article focuses on Kraków-area experiences but references multiple stores. Similar monitoring tools are described as common in retail, though employees question their impact on daily work.

Why it matters

Retail chains increasingly use data tools to optimize staffing and sales, raising questions about employee well-being and customer experience in physical stores. For shoppers, visits may feel more pressured; for staff, roles shift toward metrics over expertise, potentially affecting service quality. Watch how Castorama and similar chains balance efficiency tools with retention and satisfaction amid ongoing labor market tightness.

FAQ

Q: Why are Castorama employees reportedly leaving?

A: According to the article, long-serving staff cite discomfort with new customer interaction rules, AI-linked performance tracking, and less flexible scheduling that clashes with personal life.

Q: What specific task do workers find most demeaning?

A: Approaching customers at the exit to ask why they are leaving without purchases, which staff say feels humiliating and leads to awkward or negative reactions.

Q: How does the company use monitoring systems?

A: Employees describe cameras and AI analyzing customer numbers, staff contacts, and purchase rates to set schedules and tie into bonus calculations, though Castorama denies AI use for monitoring.

Q: What is Castorama's official position?

A: The firm says the analytical tools are standard industry practice for traffic analysis and staffing, pay is not tied to conversion metrics, all actions follow labor law, and feedback is regularly collected from customers.