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Stores are reversing course on self-checkout. The internet reveals clues as to why
independent.co.uk • • business
Key Points:
- Retailers are reducing self-checkout lanes, with usage dropping from 43% in 2025 to 36% in 2026 among small and midsize operators, due to issues with efficiency, theft, and customer dissatisfaction.
- Shoppers express frustration on social media about self-checkout, citing uncomfortable surveillance, the burden of scanning and bagging their own items, and inconsistent trust from store employees.
- Studies show grocery stores with self-checkout experience significantly higher merchandise losses, including theft and scanning errors, prompting some retailers like Dollar General and Five Below to scale back or remove self-checkout options.
- Some retailers have introduced item limits on self-checkout lanes and local regulations require staffed checkout lanes to address shrinkage and improve customer experience.
- Despite cutting back on self-checkout, retailers continue to invest heavily in other technologies such as AI, digital shelf labels, and order-ready boards to enhance operational efficiency and reduce manual work.
