Tesco has recently introduced a new trial at its Trinity Square Extra store in Gateshead, North East England, involving the installation of giant scales at checkout points. This initiative, which forms part of the supermarket’s Scan as You Shop (SAYS) system, aims to weigh customers’ shopping trolleys both before and after their shopping trips to ensure that the total weight corresponds with the items scanned during their visit.

This trial has sparked a significant reaction among shoppers, garnering a mixed reception. Customers using the SAYS service can scan items as they place them in their trolleys using hand-held devices. Once completed, they proceed to weigh their trolleys on the newly installed scales. If any discrepancies arise between the scanned weight and the actual weight, staff members will perform a manual rescan of the entire trolley, as reported by the BBC.

Concerns have emerged among shoppers regarding the implications of this system. Critics argue that it implies a lack of trust in the customers, with some asserting on social media platforms such as X that they feel as though they are being treated like thieves. Comments made by shoppers include: “More and more the honest shopper is treated like a thief” and comparisons to airport security procedures have been prevalent, with one customer joking, “Am I at border control or Tesco?”

The trial has raised questions about its practical implications. Customers have voiced concerns over how well the system will adapt to the varied weights associated with different products and shopping bags. One shopper pointed out the potential inaccuracies, stating, “It would have to be sensitive enough to work for the likes of birthday cards,” while another voiced worries about needing to remove a child from a trolley, questioning, “would we be expected to take them out which will wake them up so they’re going to cry?”

On the other hand, some customers have welcomed the Scan as You Shop service, noting that it can enhance efficiency. One enthusiastic supporter remarked, “Have you used these things? They are 10 times more convenient and faster.”

Retail consultant Ged Futter has commented on the ongoing trend, suggesting that the rise of self-scan options has been accompanied by an increase in shoplifting incidents. He noted that the measures adopted, such as the trolley scales, signify a broader strategy by retailers to mitigate theft while also managing staffing costs. Futter explained, “This is supermarkets saying, ‘we know there are thefts so what we are going to do is treat every customer in exactly the same way to reduce theft.’” He cautioned, however, that this approach risks undermining customer trust, asserting that “trust is the most important thing for all of the retailers and it works both ways.”

As the trial unfolds, it remains to be seen how the new measures will affect customer experience at the Gateshead store, as well as Tasco’s strategies in tackling theft amidst evolving shopping behaviours in the UK.

Source: Noah Wire Services