Target limits self-checkout due to theft concerns

In the United States, Target has announced a significant change to its checkout process, limiting self-checkout lanes to customers with only ten items or fewer. This decision is part of a broader effort to combat the rise in theft and improve customer satisfaction. The move follows notable incidents, including a criminal case where a California woman stole over $60,000 in merchandise from Target using self-checkout machines across 100 visits. As self-checkouts became increasingly popular during the COVID-19 pandemic, their association with theft has prompted many retailers to reconsider their use. The decision comes after thorough internal testing which indicated that limiting self-checkout capability improved customer satisfaction. Studies show that customers prefer to interact with staff rather than rely on automated systems that may contribute to longer lines and frustration. Consumers have expressed their dissatisfaction on social media platforms, emphasizing their preference for self-checkout convenience. In fact, many shoppers have vocalized their displeasure at Target transforming into a model resembling Walmart. Target is not the only retailer reevaluating self-checkout systems. Other major chains like Walmart and Dollar General have proactively removed or reduced the number of self-checkout kiosks due to similar concerns about theft and customer feedback. Walmart has phased out self-checkout kiosks in select stores to enhance service quality, while Dollar General announced the elimination of self-checkout in over 300 stores with high theft incidents. These adjustments point to a larger trend within the retail sector, where companies are adjusting strategies to prioritize customer experience alongside loss prevention. Experts suggest that the physical environment stores provide must balance automation with security. As the National Retail Federation reports staggering losses in inventory due to theft—estimated at $112.1 billion for U.S. retailers in 2022—retailers must navigate a delicate equilibrium. The prevalence of online marketplaces, where stolen goods can quickly be resold, complicates this scenario further. Retailers are thus shifting from self-service models back to staffed options in an effort to mitigate these losses while working to retain customer loyalty.