As retailers reassess their approach to self-checkout stations, changes are underway aimed at improving the shopping experience and minimizing losses from theft. The move comes as store operators grapple with the dual challenges of boosting profitability and streamlining operations.
Some retailers are opting to remove self-checkout kiosks altogether as a deterrent to theft. Others, like Target, Dollar General, and Schnucks, are implementing measures such as limiting the number of items customers can bring to self-checkouts to prevent bottlenecks and alleviate pressure on staff.
For instance, Five Below’s CEO, Joel Anderson, revealed that the retail chain had limited the number of open self-checkout registers and stationed employees at additional checkout lanes to aid customers.
Walmart also responded to feedback by removing self-checkout lanes from select stores. According to a spokesperson, the decision was influenced by input from both associates and customers.
Schnucks, in an effort to improve efficiency and customer service, now restricts its self-checkout lanes to 10 items or fewer. This move aims to streamline the checkout process while also potentially reducing theft.
The rise of self-checkouts were initially driven by the desire to cut labor costs, as one worker could monitor multiple registers. However, the convenience came at a cost, with self-checkouts contributing to increased instances of theft and inventory loss.
A survey by LendingTree found that about a fifth of self-checkout users admitted to accidentally or intentionally stealing items. Instances of theft, once discreet, have become more overt, prompting retailers to reassess their strategies.
To address these challenges, some retailers are implementing item limits at self-checkouts, with Target reporting significant reductions in checkout times as a result. Walmart has also made changes, replacing self-checkout lanes with cashier-staffed ones at select locations.
While self-checkout remains popular among some customers, who feel it’s more convenient, retailers are grappling with how to strike a balance between efficiency and security. As they navigate these changes, the goal remains clear: to enhance the shopping experience while minimizing losses from theft and inventory shrinkage.