Shopping

New survey reveals one in three shoppers admits to stealing at self-checkouts

Supermarkets' self-service checkouts have apparently created a 'new breed of shoplifter'.

Emily Sergeant - 4th February 2025

Almost 40% of UK shoppers have failed to scan at least one item when using self-checkouts, new research has revealed.

Self-checkouts started to become popular in the UK in the 1990s, and since then have evolved to meet consumer demands and solve the problem of queueing, especially taking on a life of their own in supermarkets from the 2010s onwards… but now, some exclusive new research for The Grocer has revealed that could be causing more hassle than they’re worth.

A national survey of more than 1,000 shoppers found that only 63% said they ‘never’ failed to scan an item when using self-checkouts, which leaves almost two in five who do so at least occasionally.

A third (32%) also admitted to having weighed loose items incorrectly, while 38% said they had put through an incorrect loose item.

Experts say these statistics show that “a new breed of shoplifter” has been created.

“You’re creating opportunities for people who otherwise wouldn’t even think about shoplifting,” commented Matt Hopkins, who is an associate professor in criminology at the University of Leicester,

When it comes to the biggest culprits of failing to scan items at self-checkouts, the survey revealed that the under 35 age group, and men overall, came out as the most common, but it’s unclear whether this could be blamed on system error, missing barcodes, or rushing shoppers, instead of being intentional.

Surprisingly though, despite public perception and a recent headline-grabbing move by supermarket chain Booths to remove self-service checkouts from all but a select few of its busiest stores, this new research also shows that shoppers actually prefer to use self-checkouts (54.2%), over staffed checkouts (29.8%).

“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,” commented Lucia Juliano, the UK head of research and client success at Harris Interactive.

The speed and relative freedom provided by self-checkouts were the main advantages of using them, according to shoppers, with 56% choosing to use them because they’re faster.

52% cited the fact that self-checkouts allow them to ‘go at [their] own pace’.

Juliano did, however, comment that shoppers’ preference for self-checkouts may only be a reality “when there are no tech issues during the transaction”, which is said to be the “biggest bugbear by far” according to the survey.

Read more:

• Booths becomes first UK supermarket to strip self-service checkouts from stores
• Aldi has introduced a new ‘bag search’ policy in its UK stores
• M&S to expand and create flagship store on major Greater Manchester retail park

“Retailers need to ensure the tech is spotless, the space is ample and staff are quick to intervene when needed,” Juliano concluded.

Featured Image – Ben Stevens / Parsons Media (via Tesco)