M&S has introduced self-checkouts in changing rooms to streamline the shopping experience and make checkouts more efficient. Some customers are concerned that this will lead to increased shoplifting.
By the start of 2028, over 100 M&S stores are expected to be equipped with these self-checkout stations. Shoppers will be able to try on clothes, scan items, and pay directly in the fitting room, eliminating the need to queue at traditional checkouts.
M&S Chairman Archie Norman previously warned about the potential for increased shoplifting due to the rise of self-service checkouts. He suggested that some customers might intentionally avoid scanning items, taking advantage of the reduced staff presence and the complexity of scanning certain products.
To mitigate these risks, M&S plans to have staff members present in changing room areas to monitor activity and ensure customers pay for their purchases. However, some industry experts remain skeptical about the effectiveness of these measures.
As M&S undergoes a broader transformation, including revamping its product ranges and store layouts, the introduction of self-service checkouts in changing rooms is a significant step. While it offers convenience for many shoppers, it also highlights the ongoing challenges faced by retailers in balancing customer experience and loss prevention.
