37% of Shoppers Admit to Theft at Self-Checkouts
Shocking statistics have recently revealed that 37% of shoppers admit to stealing at self-checkouts. This low-level but widespread theft is contributing to mounting losses for businesses, as self-service systems are increasingly exploited by customers.
The broader issue of retail crime paints an even grimmer picture. Shoplifting, organised theft, and rising violence against staff have pushed total crime-related losses, in the retail sector, to a staggering £4.2 billion annually. Despite significant investments in security and preventative measures, these issues continue to escalate, leaving retailers struggling to safeguard their operations.
Self-Checkouts: A Vulnerable Point of Sale
A survey conducted by Toluna Harris Interactive among over 1,000 self-checkout users revealed that only 63% of shoppers claimed they “never” failed to scan an item. Nearly two in five admitted to occasionally missing items.
Additionally, many shoppers confessed to exploiting other vulnerabilities:
- 32.5% reported incorrectly weighing loose items
- 38% admitted to scanning the wrong loose items
- 25% of respondents also admitted to failing to scan plastic bags
Despite these challenges, self-checkouts remain a preferred choice for 54.2% of shoppers, compared to just 29.8% who actively prefer staffed tills.
Serve Legal’s Approach to Combating Retail Losses
We work with some of the UK’s largest retailers, delivering extensive nationwide programmes to tackle key areas of retail vulnerability. Our tailored audits are designed to help businesses reduce losses and enhance operational compliance.
Our Manned Till Compliance audits focus on ensuring that staff scan items accurately and that customers are charged correctly. These audits also assess critical processes such as checking trolleys for missed items and verifying that loose goods are weighed and scanned properly, minimising opportunities for error or loss.
For Self-Checkout Compliance, we evaluate whether staff are effectively monitoring these areas to ensure all items leaving the store are scanned and paid for. This approach addresses common points of exploitation in self-service environments while also ensuring customers are charged accurately and fairly.
Through these proactive measures, Serve Legal helps retailers strengthen their defences against revenue loss, safeguard customer trust, and enhance overall compliance.
As with all Serve Legal programmes, we take pride in offering a bespoke, tailored service designed to meet the unique needs of each client, ensuring targeted and effective solutions for every business we support.
The Bigger Picture: Retail Crime in the UK
Retail crime statistics paint a grim picture.
Over 20 million shoplifting incidents occurred in 2023/24, translating to 55,000 thefts daily and £2.2 billion in losses. Violence and abuse against retail staff has also escalated, with over 2,000 incidents reported daily—70 involving weapons. This marks a sharp increase from the previous year when 1,300 incidents were recorded daily.
Retailers are responding by investing heavily in crime prevention measures. Spending on tools like CCTV, security personnel, and anti-theft devices reached a record £1.8 billion in 2024, up from £1.2 billion the year before.
Despite these efforts, the total cost of retail crime continues to rise, underscoring the need for new strategies to address both operational and behavioural vulnerabilities.
A New Strategy
We recognise the importance of proactive measures in minimising preventable losses. Our Revenue Protection Audits deliver an independent and thorough assessment of critical aspects of retail operations, helping businesses fortify their defences against unnecessary losses and paint a clear picture of any gaps in their current operations.
In addition to our Manned Till and Self-Checkout Compliance audits that we offer to retail clients, we offer a range of specialised services tailored to address key areas of vulnerability that suit the wider retail, home delivery and rapid delivery sector.
- Absent Customer Audit
Delivery services are a critical part of modern retail. Our audits ensure that delivery couriers follow protocols, even when customers are unavailable, to prevent product losses, ensure age restricted items are not left on doorsteps and maintain trust. - Concealed Items Audit
We evaluate whether staff are trained to detect and manage attempts to conceal goods within other items, a common tactic used by shoplifters. - Expiring Date Audits
Our audits go beyond theft prevention, ensuring compliance with sell-by-date regulations to protect customers and avoid reputational damage.
The fight against retail crime requires collaboration and expertise. Serve Legal’s Revenue Protection Audits deliver actionable insights and independent evaluations to strengthen compliance and protect revenue. With two decades of experience supporting UK retailers, we help businesses proactively identify vulnerabilities, improve staff training, and foster customer trust.
Contact us today to learn how we can help your business thrive in the face of these challenges.
