For over a decade, self-checkout lanes have promised a faster and more convenient shopping experience. However, recent changes at major retailers suggest a potential shift. Retail giants like Target, Walmart, Safeway,
Several factors are contributing to this trend, according to
The perfect storm: Rising theft and frustration
Increasing incidents of theft continues to be a main reason major retailers have removed or adjusted their self-checkout options. These incidents lead to inventory shrinkage, or a discrepancy between the retailer's recorded inventory and its actual inventory. Shoplifting is a major cause of shrinkage and results in lost profit for the retailer.
"To put it simply, there is a direct correlation between shrink levels increasing and self-checkout options starting to decrease," Penfield said. He explained that with the combination of increasing minimum wages, labor shortages and the process of pulling the self-checkouts themselves, there is significant money lost on equipment where theft is high.
The vulnerability is often due to a combination of factors:
- Technical limitations: Self-checkout systems can be easily fooled by tactics like switching barcodes or exploiting weight discrepancies.
- Understaffing: With fewer employees monitoring self-checkout areas, opportunities for theft increase.
Beyond theft,
Which retailers have removed or changed their self-checkouts?
Walmart
Walmart has removed self-checkouts from many of its stores, including locations in Shrewsbury,
"Over the next few years, we're really going to lean into new types of technology that can make the checkout process even better for customers."
Target
In a press release earlier this year, Target outlined its plan to limit its self-checkout lanes to a maximum of 10 items.
"Today, ease and convenience are top of mind, so, to learn more about guests' self-checkout preferences, we piloted the concept of Express Self-Checkout with limits of 10 items or fewer at about 200 stores last fall," Target said in the release. "The result: Self-checkout was twice as fast at our pilot stores. By having the option to pick self-checkout for a quick trip, or a traditional, staffed lane when their cart is full, guests who were surveyed told us the overall checkout experience was better, too."
Target also announced it will be rolling out "Express Self-Checkout" at most of its nearly 2000 stores nationwide.
Costco
Safeway
Safeway, a supermarket chain that operates 918 stores throughout the
"Operational changes have been made at select stores throughout the
"Self-checkout kiosks have been removed at a few stores. Like other businesses, we are working on ways to curtail escalating theft so we can ensure the well-being of our employees and foster a welcoming environment for our customers."
Dollar General
When asked how the 12,000 stores have responded to the removal,
Five Below
The future of self-checkout: adaptation or elimination?
Ultimately, the fate of self-checkout hinges on striking a balance, according to Penfield.
Retailers need to find a system that minimizes theft and employee confrontations without sacrificing customer experience, he said. Technological innovation, like smarter camera systems with improved object recognition and weight verification, may hold the key. Additionally, increased staffing specifically dedicated to self-checkout areas can provide support and deter theft.
While the future of self-checkout remains uncertain, one thing is clear: retailers need to prioritize a customer-centric approach that balances convenience with security. When asked if he thinks we're seeing the end of self-checkout, Penfield said no, adding that it is likely "technology will change. It has to become foolproof," and that we will likely begin to see interventions that aim to find this balance.
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