The MP was allegedly wearing headphones and explained that he simply forgot to scan the products properly worth approx. PLN 400 while shopping at Ikea. Of course, this chain is not the only one that has self-service checkouts, where customers are actually responsible for the entire shopping process.
Żabka has such cash registers (called “dual cash registers”, which can be operated by both the clerk and the customer) in all of its 12,000 stores. points in Poland. — These cash registers are on the counter, they are intended to reduce queues and speed up the sales process. But the franchisee or his employee constantly monitors what is happening at the cash registers. By creating cash register systems, we also try to help them control what the customer does. In addition, of course, we also have image control systems. Our audits show that such thefts are not as much of a problem as it might seem based on information in the press. — Tomasz Suchański, CEO of Żabka Group, told Business Insider Polska.
Other networks are responding in a similar vein. Netto Polska, for example, has self-service checkouts in approximately 270 stores. — We don't have this problem on a large scale — this network's press office tells us.
This may be surprising, because abroad there has been a lot of talk about problems with thefts in such cash registers. Aldi Süd in Germany even closed down such cash registers at one point by constantly taking away the goods.
“That says a lot”
Not all large chains have yet answered our questions about self-service checkouts and problems with “taking out” products – or simply with theft. So we talked informally with several managers from the retail industry.
— When chains started to switch to self-service checkouts a few years ago, they treated thefts or “forgetful” customers as simply something that had to be included in the costs – says one of our interlocutors. He adds that the chain's determination in Poland to introduce self-service checkouts was due to several reasons.
Firstly, the labor market was difficult from the perspective of employers – because there were simply not enough people to sit behind the cash registers. Secondly, it allows you to reduce costs, and salaries in Poland were growing very quickly at that time. Thirdly, our trade market is extremely competitive. Many chains have decided that they cannot give up the race for innovation – because it may result in them starting to fall behind in this race in a moment. That is why chains such as Lidl, Żabka and Biedronka quickly started investing in such cash registers. However, companies such as Dino and Aldi have not followed this path – and they are also growing extremely quickly.
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Does this mean that key chains turn a blind eye to the “removal” of goods. — The situation with the Confederate MP says a lot. He was quickly caught by security – one of our interlocutors smiles.
He adds that following investments in cash registers, trading companies also began to place great emphasis on monitoring systems and appropriate protection. As a result, shopping through a self-service checkout is not easy at all. Sometimes – as in the case of Lidl – there are special gates at the exits. To leave the store, you need to scan your receipt. But there are other solutions.
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— Chains are also reluctant to talk about them, because it is known that customers do not like to feel specially monitored and checked at every step. But the practice is that this is exactly what happens. And the systems will become more and more sophisticated because technologies are moving forward very quickly. So I would advise clients to take off their headphones and scan everything carefully, because “forgetful” people may have problems – smiles one of our interlocutors.
Author: Mateusz Madejski, journalist of Business Insider Polska
