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Target’s self-checkout policy not about reducing theft

The 10-item limit is reportedly meant to reduce wait times; retailer cites customer appreciation of full-service lanes

Mark Hamstra

November 21, 2023

2 Min Read
Target.png
As previously reported by Supermarket News, Target has been testing the 10-item limit at self-checkout lanes in Maine.Bill Wilson

Target’s test of limiting self-checkout lanes to 10 items or less is not part of its efforts to curb shoplifting or reduce shrink, according to a CNN report.

A spokesperson for the Minneapolis-based retailer told CNN that the test was designed to shorten wait times and better understand shopper preferences.

As previously reported by Supermarket News, Target has been testing the 10-item limit at self-checkout lanes in Maine, but the test also appears to be taking place in other markets around the country, based on scattered social media reports.

In a conference call with analysts last week discussing third-quarter financial results, John Mulligan, chief operating officer, said the company has seen full-service checkout use increase by six percentage points since the retailer has “refocused on the frontend experience.”

“Our guests tell us they enjoy interacting with our team,” he said, although he did not address the 10-item limit specifically.

Mulligan also said Target saw “sustained month-over-month improvement” in its Net Promoter Score related to interactions with store personnel at checkout.

A Target spokesperson could not be reached for comment for this article.

Target’s move follows Walmart’s removal of self-checkout from three stores in New Mexico in order to reduce theft, and Wegmans’ suspension of its self-checkout app last year, reportedly to cut down on shoplifting losses.

Related:Target beats revised third quarter expectations

“Stores are dealing with shrink and higher losses, so they are really looking for ways to crack down on that,” CNN said in its report.

CNN also cited British retailer Booths, which recently said it was eliminating self-checkout at all but two of its 28 stores in the United Kingdom.

Although Target said the changes being tested in its self-checkout policy were not designed to minimize theft, the company has often cited the increasing challenges around shrink, including theft and organized retail crime.

“Growth in shrink remains a significant financial headwind, and we’re determined to continue making progress in the years ahead,” Michael Fiddelke, chief financial officer, said in the third-quarter call.

 

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About the Author

Mark Hamstra

Mark Hamstra is a freelance business writer with experience covering a range of topics and industries, including food and mass retailing, the restaurant industry, direct/mobile marketing, and technology. Before becoming a freelance business journalist, Mark spent 13 years at Supermarket News, most recently as Content Director, where he was involved in all areas of editorial planning and production for print and online. Earlier in his career he also worked as a reporter and editor at other business publications, including Financial Technology, Direct Marketing News, Nation’s Restaurant News and Drug Store News.

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