Have you noticed more security at your local supermarket lately?
You’re not alone. At my local, there are cameras above every self-checkout and in the medicinal aisle and one-way gates at every entrance.
Some supermarkets are also using bodycams.
The supermarkets say it’s to reduce theft, and that does seem to be a problem. The Australian Bureau of Statistics reports that there has been a 17 per cent increase in retail theft and Australians seem to think it’s okay to shoplift. Some of this has been attributed to opportunity with more self-checkouts, but some of it has been motivated by the cost-of-living squeeze.
Does all this extra security make you feel a bit cranky? Well, you are not alone. Social media is awash with people not willing to hand over their receipts to staff, complaints about being filmed and privacy concerns.
A retail expert says supermarkets are going about increased surveillance the wrong way.
Sense of trust
“A sense of trust is lost when supermarkets increase surveillance in the stores with little explanation,” says consumer behaviour expert Professor Nitika Garg, from the School of Marketing at UNSW Business School.
“The idea that we are not being trusted as consumers is jarring to us because most of us do the right thing anyway.
“No-one likes to be watched. Cameras impinge on our privacy. We as consumers are unsure as to how that data is being used. Not having an explanation or little reassurance is adding to the negative reaction.”
Prof. Garg says for many consumers, the increase in surveillance is all the encouragement they need to continue to offend.
“It pushes people to do the opposite of what they are told. For example, if you see a board saying don’t throw stones at it, what do you think you will see? Most likely, it is riddled with dents and holes. The same example can be applied in this setting,” says Prof. Garg.
So what’s the solution? Prof. Garg says supermarkets have handled the increase in security poorly and a bit of old-fashioned public relations is in order.
“What the grocery stores are missing out on is the opportunity to get consumers on board in this exercise,” she says.
Consumer campaign
“Stores need to step in and make sure they get consumers back on their side.
“A small campaign explaining to the consumer the impacts of shoplifting will help. The higher amount of shoplifting takes a hit on all consumers as the price of products are increased to account for the stock loss.”
However, that’s cold comfort for consumers, as Prof. Garg admits they have “very little choice” in where else to shop.
My take? Well, self-checkouts were introduced to cut down on staff, and now supermarkets are spending millions on security instead. I know the number crunchers will have done their sums so supermarkets come out ahead, but I wonder at what cost to their reputation?
I have stopped shopping at one of my locals because there were never any checkouts open and I don’t want to put a full shop for a family of four through a self-checkout. I can’t be the only one.
This week’s best deals
Coles
Sensible: Vegemite, $5.80, save $1.50. Vegemite hardly ever goes on sale, so snap it up now. This is more of a family size but, let’s face it, when has Vegemite, in the history of Vegemite, ever gone off? Random bits of butter and toast in the mix don’t count.
Indulgence: Quality Street tub, half price, $15. These are advertised in the Halloween section but it will be a cold day in hell before I hand them out to random kids. I’m a bit sad they seem to have ditched the usual tin, but time marches on, I suppose.
See the catalogue here.
Woolworths
Sensible: Nudie juices, $7, save $1.50. I’m a big fan of Nudie juices – they clearly don’t juice with the skin, which gives it that horrid acid taste. You’ll know the one if you have tasted cheap orange juice at hotel buffets anywhere. The occasional random new flavour also goes over well.
Indulgence: Halloween pumpkins, $2.90/kg. Halloween isn’t everyone’s thing, but if you do embrace the day, carving pumpkins is a great memory maker for the family. We tried this when I was a kid, not realising you require special pumpkins and sawed away at a Queensland blue for hours. Our puny pre-teen arms were no match for its tungsten-like mass and we gave up in despair. Buy these carvable ones instead.
See the catalogue here.
Aldi
Sensible: Queen’s Traditional Danish Butter Cookies, $4.99. You know the one, everyone’s mum or nan started their sewing kit with one of these. It can be your turn now.
Indulgence: A variety of advent calendars, priced from $3.99. It seems too early to be shopping for Christmas until you realise there are less than nine weeks to Christmas, and these sell out early, especially the branded ones. The chocolate is rubbish, but the kids don’t care.
See the catalogue here.
IGA
Sensible: My Dog Dry Food, 1.5kg varieties, $10, save $4.85. Any saving on pet food is a good saving in my opinion. Almost 30 per cent off is a great special.
Indulgence: Jon Jon Ginger Kisses, $5.35. Jon Jon is a Kiwi brand, and just one more thing they may do better than us. Rugby, grumble grumble. Still, ginger kisses sound okay and they should be more popular.
See the catalogue here.
How do you feel about supermarket security? Are you happy being filmed every time you shop? Why not share your opinion in the comments section below?
Also read: Living costs driving Aussies to switch to cheaper brands
This excuse of it being for security, is laughable. Perhaps if they stopped thieves walking out with full trolleys of items. I saw this recently at a supermarket and pointed it out to the staff member just standing there. She did absolutely nothing except to say ‘we’re short staffed today’. She did not flinch. I am sick of being asked to look in my bags. And tired of having a message come up saying you need to ask for assistance. Why? – because my cycling helmet was still sitting in the trolley.
Get more staff on the floor! Not less. At my local supermarket, they have closed the 2 express lanes, feeding people into using the self serve section. You cannot get cash out at the service desk, again told to use the self serve checkouts. Staff will do everything to NOT assist customers. Items on special are never there, ask staff only to get the dumb comment – ‘if it’s not on the shelf, we haven’t got it’. I now do the majority of my shopping at Aldi and IGA.
Likewise I do most of my shopping at Aldi. People who consider shoplifting a mere excuse to save money simply means that honest shoppers have to pay more to counteract the huge losses incurred. My advice to shoplifters is to stop smoking and drinking and spend wisely.
Come on Marten, Shoplifters have got to do something with their Dole Checks, Smoking, Drinking and don’t forget Gambling, Pokies etc., It’s not cheap, no wonder they have to Shoplift. JACKA.
Definitely can’t disagree with SuzyQ. Go get’em girl. JACKA.
Aldi USED to be good all-round; but a sort of ‘bullying’ (nazi!) attitude seems t have evolved. Woolworths has lost me recently for (1) jacking up prices at an absurd rate (eg. $11.20 up to $14.80 in three jumps over 5 days. And (2) The ‘member’ garbage, where I must pay up to 30% more (ie CLEARLY more than the ‘real’ cost of whatever) because I’m not a ‘member’ . And also include the fair-sized discount for buying TWO: “Any two for $14: when one costs $9. (I shop only for myself, and have restricted fridge-space. That sort of bullying is UNACCEPTABLE to me. As is the resistance to their accepting cash payment. I ABSOLUTELY REFUSE to hand over my banking details to the computers in some supermarket. And people wonder why they get hacked. (I note that recently the RACV has refused cash for assistance-when-necessary, so I’ve dumped them too. Remember the old ad.?: “I’t’s YOUR money Ralph.” Some of these businesses seem to have the attitude that they’re doing YOU a favour in accepting YOUR money. Not me. If it gets down to it I can grow some spuds, etc,, and shoot 100KG of venison for the price of a $4 bullet. (Though my dogs don’t like transitioning from beef to venison.) 🙂
The thing I hate more is the “DIY” checkout. I am doing someone’s job. Where is my discount? I can get served for the same price.
How much are these companies spending on security systems when the checkout person would prevent much of this.
How many people are still required (in KMart there is someone at the remote tills and someone else to scan your docket as you leave)
When I complained about there being insufficient real people checkouts one staff member served me via the self serve.
Get rid of all of your checkout operators and then spend the millions you save on prison visitor level security. How about opening some checkouts? Do you forget that the checkout operator jobs are often the first job or part time job for young people and students, and the only job a lot of older Australians can get?
Frankly, I’m sick of staff hovering around me while I’m doing their job for them, and getting eyeballed by some rent-a-cop security guard.
You’ve created your own problem.
Totally agree with you, get rid of workers, then raise prices to pay for surveillance equipment and increase their profits
Supermarkets, as should any business, be able to employ whatever methods of security they wish to protect their business. If you don’t like it, shop somewhere else, where you feel more comfortable. On the other hand, if you’re walking down the street and someone’s recording you and everything you do, he or she goes to jail. However it’s totally legal in supermarkets and other businesses to record every person’s movements. Catch 22. The answer, I have no idea, I’m only a mere male, ask a woman, she would definitely have an opinion and the correct answer no doubt. JACKA.
I believe the businesses should be allowed to use whatever means apliccable to stop crime AND /OR provide proof of the culprit/s.
You’ll be advocating strip searches new. Stupid comment
All the security doesn’t worry honest people, same as CCTV cameras in shopping centres and out in the street, they are only a concern to those with something to hide.
Rubbish.
Rubbish
That’s what 85 million Germans said. And then Hitler arrived.
Delays in Paying,
When I shop at Woolies and have previously shopped elsewhere I am delayed. I am being accused by some machine that I may have stolen from Woollies as I didn’t check my other purchases. I resent the time wasted and the subtle accusation that goods in my trolley are somehow unpaid.
So goodbye Woollies and hello Coles. Let’s see how they trust their customers. If I happen to go to Woollies again I shall leave a full trolley of groceries, unpaid, at the self check in machine and simply walk out. Let them waste their time restocking the goods.
That’s very grown up of you STONE, HOW OLD ARE YOU SEVEN OR IS THAT YOUR IQ. JACKA.
There has been little change at my local Woolies. I use the manned checkouts as the self checkouts are always getting it wrong. Rarely see any security there.
Shoplifting rates are increasing and that is the super-markets fault for getting rid of checkout operators in favour of self checkouts.
The supermarket workers are not paid to endanger life and limb by pulling up shoplifters some of whom think nothing of flattening any employee who tries. If they want shoplifters stopped then they need to pay for trained and tough security guards.
Theft is theft is dishonesty. If a person will cheat at the supermarket, they will cheat whenever and where ever they can. It’s not impossible to be honest in all that we do. (Okay, wittingly travelling at 105kmh in a 100kmh zone is concerning.)
I have never used the self checkout when doing my shopping but have been with a friend when she has. Admittedly I am not usually pressed for time and waiting a little extra at the full service checkout does not bother me and it adds to the statistics to encourage the supermarket to maintain these checkouts. I have been pleased as quite often when it is seen that people such as me are waiting behind a full checkout, another one will be opened or I have been ushered to the 12 items or less. ( I cannot claim that I am numerically challenged though.)
There have been several Court appearances in SE Qld of people who have walked out of local supermarket without paying so it does happen.
The cost, both financial and emotional on the business and staff has to be considered before the policy to challenge or not is enacted. One hardware business that I know has a nominal value of ~$500 before active challenges will happen.
Someone being seen being challenged can be a strong incentive for guilty parties to toe the line.
The fact that nearly everyone uses either a Credit Card or Eftpos Card and a store bonus card means that the Supermarket can build a picture of what we usually purchase and predict unusual activity.
Haven’t noticed in my WW supermarket and couldn’t care if they did. Nothing to hide and nothing to worry about.
I also enjoy a brief chat with the check out staff and am very happy to help keep them employed.
Next.
Reply to Stone. That’s a very growing up thing to do, how old are you seven or is that your IQ. JACKA.
The person before me scanned all the goods in her trolley then walked out of the supermarket without paying. ($145.00)
At least they had a photo of her, taken taken by the scanning machine.
Those protesting against the automatic machines either don’t understand how much theft there is or its effect on prices and society as a whole, or they just side with theft being an acceptable part of today’s crumbling society.