Self-checkout has become a common part of the shopping experience, adopted to create a more convenient, sanitary, and quick checkout solution for customers. The technology has been widely adopted and used, but there is a dark side to this new shopping innovation: self-checkout theft.
In this article, we will take a deep dive into self-checkout theft, then we will zoom out to look at self-checkout uses, adoption, and how businesses are looking at the future with this technology in mind.
Key Takeaways:
Based on our findings and analysis of the self-checkout’s role in the retail industry, we conclude:
- Self-checkout increases the risk of theft, and businesses implementing the technology should expect to see higher rates of loss.
- Despite its associated risks, self-checkout is still a top priority for retail leaders as it offers increased customer satisfaction, less overhead cost than manned checkout stations, and more time for employees to perform higher priority tasks.
- While there are some qualms among consumers about self-checkout, namely technical difficulties, cleanliness, and feeling like they are doing free labor, people are using the tech, generally enjoying it, and anticipate using it more in years to come.
Self-Checkout Theft: Consumer Behavior and Shoplifting
While self-checkout offers a lot to customers and businesses alike, its introduction has also come with a lot of theft opportunities. Here is a rundown of the top self-checkout theft statistics to keep in mind.
1. 15% of self-checkout users report having stolen an item
According to a new survey from LendingTree, 15% of self-checkout users reported purposely having stolen an item during self-checkout. Of that 15%, 44% say they plan to do it again.
2. Nearly 70% of self-checkout users believe the kiosks make shoplifting easier
Sixty-nine percent of self-checkout users say they believe that self-checkout kiosks make shoplifting easier and contribute to higher rates of theft.
3. A third of self-checkout thieves have been caught in the act
Of people that knowingly steal at self-checkout kiosks, 33% say they’ve been caught in the act.
4. The majority of self-checkout users report that they ensure they scan and pay for every item
While there are some bad actors, for 79% of self-checkout users, theft is not the goal, and this group diligently ensures they scan each item.
5. 21% of self-checkout users report having accidently taken an item without paying
Just over one in five self-checkout users admit they have accidently forgotten to scan and pay for an item at self-checkout. However, the majority didn’t incur any guilt, with 61% keeping the item even after realizing their mistake.
6. Self-checkout thieves value their stolen items at $60
Self-reported self-checkout thieves report that the value of their stolen goods is around $60, on average. Among those who plan to continue to commit self-checkout theft, 46% say they plan to take the most expensive item in their carts in the future and 37% say they plan to steal necessities, like food, water, or health care items.
7. Self-checkout theft is most common among millennials and Gen Z
While no generation is free from thieves, self-checkout theft occurs most commonly among millennials and Gen Z. In fact, in a survey, 31% of Gen Z admitted to having committed self-checkout theft and 21% of millennials.
8. A quarter of self-checkout users have seen someone steal, 45% did nothing about it
Despite that 23% of self-checkout users believe they have seen someone stealing from a self-checkout station, 45% say they did nothing about it. Most attribute this decision to being unsure and not wanting to falsely incriminate another shopper.
9. Up to 17% of self-checkout users report having been falsely accused of theft
On average, 10% of self-checkout users say they have received false accusations of stealing at self-checkout kiosks. However, that number rises among younger generations, with 14% of millennials reporting being falsely accused and 17% of Gen Z.
10. Theft is four times higher at self-checkout kiosks versus traditional, manned checkout aisles
According to a 2021 study from the Journal of Applied Psychology, theft occurs four times as often at self-checkout kiosks compared to manned checkout stations.
11. Retailers that offer self-checkout options have double the loss rate of those that don’t
Retailers in the United States, Britain and other European countries that have self-checkout lanes and apps saw a 4% loss rate which is more than double the industry average. The retailers seeing this troubling loss rate estimate that self-checkout systems account for as much as 23% of their total unknown store losses, with 48% of those SCO losses being intentional theft.
12. Two-thirds of retailers believe that self-checkout theft is becoming more of an issue
In a survey from ECR Retail Loss, they found that 66% of retailers believed that self-checkout losses were becoming more of a problem for their business.
13. A typical retailer can expect to see a 1 basis point increase in loss for every percent of their transactions that go through self-checkout
When ECR Retail Loss analyzed their survey finding on self-checkout theft, they concluded that retailers will experience an average 1 basis point increase in loss for every percent of sales that go through self-checkout. For example, if a store sees 40% of their sales value going through self-checkout, they can expect to see an additional stock loss of 0.40%.
Self-Checkout: Adoption and Growth
It is clear that self-checkout has its downside – namely an increase in theft. Despite this, how are the industries and organizations looking at utilizing self-checkout now and for the future? Let’s take a look at that question with a rundown of self-checkout’s adoption and growth statistics in recent years (and plans for the future).
14. 96% of grocers and 77% of other retailers have already adopted self-checkout
According to ECR’s 2023 survey, Global Study on Self-Checkout in Retail, self-checkout kiosks have already been deployed in 96% of grocery stores and 77% of non-grocery retail locations.
15. 45% of retailers are planning to convert more of their stores into self-checkout areas this year
Despite what we know about self-checkout and theft, retailers are still adopting the technology. In fact, in Zebra’s 2023 Annual Global Shopper Survey, they found that 45% of retailers are planning to convert more of their checkout lanes into self-checkout kiosks this year.
16. By 2027, 94% of retailers plan to add new or additional self-checkout stations to their stores
While under half of retailers are making self-checkout kiosk investments this year, nearly all retailers will do so by 2027.
This might come as a surprise given that we focused on the shortcomings of self-checkout at the front of this article, but even with these risks in mind, over 80% of retail decision makers agree that self-checkout is an overall positive addition to their stores. They cite improved customer experience, a return on investment, and the ability for self-checkout to free up store associates to do higher priority tasks as their reasons to back the continued use of the tech.
17. 83% of retail employees say self-checkout kiosks free them up to do higher-priority tasks and better serve customers
In the case of self-checkout, retail leaders and employees are on the same page, with the vast majority of both camps supporting their implementation. In fact, 83% of retail workers say they believe that self-checkout operations allow them to do their jobs more efficiently and effectively by allowing them to prioritize tasks and get to customers more quickly.
18. The international self-checkout market grew by 11% in 2023
According to findings from RBR London, internationally self-checkout sales rose by more than 11% in 2023.
19. The self-checkout market is set to experience a compound annual growth rate of 12.43% through 2027
The global self-checkout market is expected to grow from $4.20 billion in 2022 to $7.53 billion in 2027 at a CAGR of 12.43%.
Self-Checkout: Customer Preferences
In general, despite its shortcomings, shoppers like self-checkout and are using it widely. Here is a look at customer preferences when it comes to self-checkout.
20. 96% of Americans have used self-checkout
While self-checkout technology only reached its current level of proliferation in recent years, almost all Americans have used the tech before, with most citing convenience as the primary reason.
21. 41% of Americans almost always use self-checkout if it is offered
Just under half of consumers, 41%, will almost always use self-checkout if it is an option. When asked why they prefer self-checkout, their reasons were:
- Efficiency (62%)
- Shorter lines (44%)
- Control over bagging procedures (25%)
- Social anxiety and privacy (19%)
22. Only 3% of consumers don’t use self-checkout and don’t want to
While it might not be everyone’s preference, most people are open to using self-checkout. In fact, only 3% of consumers actively avoid self-checkout and don’t want to try it.
23. Almost 50% of consumers are more likely to visit a store with self-checkout options
Just under half of consumers, 49.4%, say that they are more likely to visit a store if it has a self-checkout option over a store that does not.
24. Self-checkout use is increasing
In a survey from Raydiant, they asked businesses if they had seen an increase in self-checkout use in recent years. Thirty-six percent said they had seen a dramatic increase in use and 23% said they had seen a minor increase.
25. The majority of consumers anticipate increasing their use of self-checkout options
As self-checkouts become more common and the technology improves, 34.1% of shoppers say they expect a major increase in their usage of self-checkout options and 18.7% expect a minor increase during the upcoming year.
26. Self-checkout has its shortcomings
Where some cite positive reasons for using self-checkout, there are some consumers that have negative perceptions of the process. For 21% of consumers, they say that self-checkout makes them feel like they are doing free labor, and 14% say they feel like they’re taking someone’s job when they use the tech.
27. Manned checkout options still have the preference of the majority of shoppers (but just barely)
When asked what kind of checkout experience they prefer, 54% said they preferred manned checkout stations and 46% preferred self-checkout.
28. 67% of customers have experienced technical difficulties when using self-checkout machines
While self-checkout machines are supposed to offer expediency and convenience, more than two-thirds of shoppers have experienced a self-check machine failure due to technical difficulties.
29. 25% of consumers would not choose self-checkout due to a bad experience
It seems that when it comes to self-checkout, some customers don’t believe in second chances. In fact, a quarter of people say they do not choose self-checkout because of a bad experience with the tech and 21% cite slow machines and checkout processes.
30. Cleanliness is a concern for self-service kiosk users
When asked about their concerns over using self-service kiosks, nearly two-thirds of consumers, 65%, said they worry about the cleanliness of the machines.
Methodology
To understand and draw conclusions about self-checkout’s role in the retail industry, we found, read, and analyzed studies, reports, and surveys from some of the top sources in retail innovation. From there, we took the top findings from these sources and compiled them here for you.
We then analyzed these findings to draw conclusions about self-checkout theft as well as the current state and future of the self-checkout market, so that you can make informed decisions about the new technology and implement it (or not) with a complete picture in mind.
Bottom Line
Self-checkout has become a major part of many retail operations and its adoption and use are continuing to grow. This is all despite the fact that self-checkout technology comes with greater risk of theft and loss. Weighing self-checkout theft against the benefits of self-checkout as a whole and evolving customer preferences, it is clear that self-checkout technology is here to stay. Get ahead of the curve and weigh your risks with this guide so you can make an informed decision about incorporating self-checkout into your business operations.
