Retailers scale back self-checkout amid theft and efficiency concerns

Retailers are increasingly reconsidering the widespread adoption of self-checkout technology due to efficiency, theft, and customer satisfaction issues. According to a survey by Toast, the use of self-checkout among small and midsize retailers fell from 43% in 2025 to 36% in 2026, marking it as the only technology seeing a decline in interest.

While self-checkout was initially promoted to reduce labor costs and speed up transactions, data suggests it may actually increase losses and lead to slower service. Customers often make more mistakes than trained staff, and many report frustration with being monitored by employees or cameras while performing tasks traditionally handled by store workers.

In contrast to the trend of automation, some retailers are using human interaction as a strategic tool. The Dutch supermarket chain Jumbo has implemented ‘Kletskassa’ (chatty checkouts) in over 200 locations. This initiative aims to combat loneliness among the elderly by encouraging brief social interactions between customers and cashiers.

Beyond technology, social psychologists have noted that routine supermarket behaviors, such as returning shopping carts, serve as indicators of individual responsibility and social empathy, as these actions often lack immediate personal consequences or rewards.