Retailers face a challenging dilemma when combating retail crime: locking up merchandise may deter theft, but it can also drive away customers.
While secured displays protect high-theft items, they create friction in the shopping experience, leading to frustration and shopper abandonment. Customers often dislike waiting for staff assistance to unlock items, especially during busy periods, and may leave without making a purchase. This lose-lose scenario forces retailers to balance loss prevention with maintaining a seamless customer experience, an increasingly difficult task in an era of heightened retail crime.
Source: Numerator Product Lock-Up Survey September 2024 (n=5,142)
