ECR Retail Loss report offers insights into realities of managing self-checkout

ECR Retail Loss has revealed the results of a survey on self-checkouts, with responses from more than 6,000 workers across America, Australia and Europe.

Key findings from its report include:

Most self-checkout supervisors usually work on their own (59%), with the largest proportion having responsibility for seven or more SCO machines (38%).

84% of respondents believe that no more than six machines per member of staff is the optimum ratio.

Most staff receive training prior to working on self-checkouts(74%) although those who work on them only when it’s busy are more likely to have received no training.

Those who received more training were more likely to feel that they could cope with their workload.

On average, respondents believe that 51% of all self-checkout losses are caused by malicious customer behaviour. 

The participating retailers have a combined annual turnover of €292 billion, with a total of nearly 12,000 stores and together employing around 1.4 million staff. 

The research highlights the critical role staff play in managing self-checkout. Staff training and support is key to customers enjoying a hassle free experience.

Investing in more reliable self-checkout technology will reduce customer delays and friction. Staff need more help to identify when things go wrong. And safety while working should be a top priority for retailers.

“This research offers fascinating insights into the realities of managing self-checkout,” says Colin Peacock, Group Strategic Coordinator of ECR Retail Loss.

“The final report makes a case for the importance of proper training and support to help staff negotiate the challenges on the frontline of customer service. It offers guidance for businesses to help their SCO workers as they provide age verification, removing security tags and deal with scanning issues.”

“SCO staff shared a series of recommendations with ECR Retail Loss on ways to improve their working environment, focusing on guardianship, technology and design.”

“The report explores each of these in detail and concludes with a set of talking points to help retailers manage the impact of SCO on their business and the people who work on it.”

“By continuing to share best practices and bring together the world’s top retailers, ECR Retail Loss aims to help retailers sell more and lose less.”