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Target’s Express Self-Checkout, which limits shoppers to self-scanning 10 items or fewer, may be reducing self-theft, but Target claims it’s also winning over shoppers seeking a speedier checkout.
In March 2024, reports arrived that Target was moving to "Express Self-Checkout” to shorten wait times at self-service kiosks as well as to overcome challenges scanning bigger baskets. According to Axios, "more traditional lanes" would be increased for shoppers with more items.
The changes came amid reports that self-checkout stations were ripe with theft, with several reports assuming the 10-item limit was in part related to reducing shrink. Target closed nine stores in October 2023 due to theft and introduced locked cases for "prone-to-theft" items, including soap, shampoo, razors, and even socks and underwear. In February 2024, Target began limiting self-checkout hours in some stores to reduce shrink.
In a company update on a blog post in early May, Target didn’t reveal whether Express Self-Checkout has reduced shrink but said it’s been a hit with customers, reducing average transaction times across self-checkout and staffed lanes by nearly 8%.
More customers are also choosing to make their purchase through traditional cashier-supported lanes that Target described as “the perfect option for anyone who has more in their Target carts, needs a helping hand, or just enjoys connecting with our team to help them get on their way sooner.”
Part of the goal of the "Express Self-Checkout” rollout was to direct more customers to cashiered terminals because many customers enjoy the interaction. Overall, Target said that since the Express Self-Checkout introduction, the retailer’s net promoter score (NPS) is up five points for wait times across checkout and ahead three points for interactions.
Among other chains, Schnucks last year began limiting self-checkout purchases to 10 items or fewer to support efficiencies, although the Midwest grocer also suspected that limits would reduce shrink. Schnucks said when it first introduced the policy, “When self-checkouts were first introduced, they were intended for smaller orders. Over time, larger orders began moving through self-checkouts, and we are hoping to address that concern.”
Giant Foods in 2023 introduced a policy limiting transactions to a maximum of 20 items as part of a move to reduce theft. ShopRite in the same year began enforcing a “20 items or less” policy across self-checkout kiosks.
Walmart’s move to limit self-checkout purchases to 15 items at most in some stores last year led to complaints on social media about the shortage of open registers with cashiers, which was causing long lines.