Self-checkouts: 37% of shoppers admit to stealing

In a nationally representative survey by Toluna Harris Interactive of more than 1,000 self-checkout users, only 63% of shoppers said they ‘never’ failed to scan an item when using self-checkouts – leaving almost two in five who do so at least occasionally. A third (32.5%) also admitted to having weighed loose items incorrectly, while 38% had put through an incorrect loose item.

“We were surprised that 37% admitted they failed to scan an item, with men and the under-35s the biggest culprits,” said Lucia Juliano, UK head of research & client success at Harris Interactive. “Can it be blamed on user error, system error, missing barcodes or simply rushing?”

Matt Hopkins, an associate professor in criminology at the University of Leicester, was more unequivocal about the survey findings, however. “This move to self-scan and self-checkout, has created a new breed of shoplifter,

“You’re creating opportunities for people who otherwise wouldn’t even think about shoplifting.” he said

The new research also shows that, contrary to the accepted wisdom, shoppers actually prefer to use self-checkouts (54.2%) over staffed checkouts (29.8%). Juliano said this was the most surprising finding.

“In a short space of time, the self-checkout option has gone from zero to an accepted norm – and now to an active preference for many,” she said. “Of course, self-checkouts can’t cater for shoppers’ needs on every shopping trip, with almost 80% using them for top-up shops compared to just over 30% for large/weekly shops.

“What’s perhaps less surprising about the data is the finding that this preference is driven by the under-35s, where close to seven in 10 shoppers prefer self-checkouts.”

The speed and relative freedom provided by self-checkouts were the main advantages of using them, according to shoppers, with 56.2% choosing to use them because they’re faster and 52% citing the fact self-checkouts allow them to ‘go at my own pace’. “Self-checkouts give shoppers choice and flexibility. They ensure those in a hurry can get in and out of the store easier, while those who have lots of shopping or are less time-restricted can have a more personal experience using a staffed checkout,” said Juliano.

“Of course, this is only reality when there are no tech issues during the transaction – which is the biggest bugbear by far, according to the survey. Retailers need to ensure the tech is spotless, the space is ample and staff are quick to intervene when needed,” she added.