Study reveals that self-checkout systems can result in increased disrespect and bullying from customers.

California Legislation Addresses Worker Safety in Retail

On August 14, California state Sen. Lola Smallwood-Cuevas, alongside former state representative Lorena Gonzalez, joined grocery and retail workers, criminal justice advocates, and researchers for an online press conference to discuss the impact of self-checkout systems on worker safety and customer behavior. The event centered around SB 1446, the Retail Theft Prevention and Safe Staffing Act, passed by the California Senate on May 21. This bill aims to improve worker and public safety by mandating adequate staffing levels at grocery and drug retail stores and enhancing supervision over self-checkout machines.

The Need for Legislative Action

Sen. Smallwood-Cuevas emphasized the importance of addressing the root causes of retail theft and the changing retail environment. “As concerns about retail theft increase, we must address underlying issues, including the safety of workers. The legislature must act when workers’ safety is at risk,” she stated. The bill, currently under review by the California General Assembly, has faced opposition and proposed amendments, such as allowing items with anti-theft protections to be processed through self-checkout stations and providing more flexibility for workers in these areas.

The Impact of Self-Checkout Systems on Workers

Staffing issues related to self-checkout systems are further explored in the report “Please Wait, Help is on the Way: Self-Checkout, Understaffing, and Customer Incivility in the Service Sector,” published by the Shift Project at the Malcolm Wiener Center for Social Policy at Harvard Kennedy School. The study reveals that self-checkout often results in understaffed environments, leading to increased disrespect and bullying from customers.

Key Findings from the Study

• Understaffing Prevalence: 53% of workers report their stores are always or often understaffed.
• Self-Checkout Impact: 61% say there is consistently insufficient staff when working in stores with self-checkout.
• Customer Respect: In consistently understaffed workplaces, 26% of workers feel they are rarely or never treated with respect by customers.
• Customer Bullying: 25% of workers in less consistently understaffed environments report feeling bullied by customers.

The Human Cost of Technological Advancements

“Self-checkout offers labor savings and convenience, but the data shows it often leads to problematic understaffing, resulting in negative interactions between workers and customers,” said Daniel Schneider, Malcolm Wiener professor of Social Policy at Harvard Kennedy School and co-director of the Shift Project. He highlighted the need for both workers and the public to have a say in how workplace technology evolves and shapes the future of work.

As the debate continues, the findings underscore the complex dynamics of implementing self-checkout systems and the need for balanced solutions that prioritize both operational efficiency and worker well-being.