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T H I S I S S U E : Coles faces the prospect of a major investment in security to protect sales that currently are quite literally walking out the door. Coles' investment in self-service checkouts has had two critical consequences for the chain that are hitting sales growth. The first consequence has been the flight of some shoppers who refuse to check out their own purchases to Aldi, Costco and independent retailers. The second and more significant consequence has been a massive increase in shoplifting and shrinkage levels. Coles has rolled out self-service checkouts across its network and arch rival Woolworths is not far behind. The move to self-service cut costs in stores by reducing the number of staff required on checkouts and has been sold as providing customers with quicker service. However, there are indications that shrinkage levels are eating sharply into the savings on staffing. IRW understands there have been numerous instances of customers walking out the door with trolley loads of goods when staff have been distracted or the stores are too busy. Mystery shopper visits to stores RRP $14.95 continued on page 8 I S S U E 2 1 3 8 INSIDE RETAIL WEEKLY NEWS: JB loses top spot as most reputable company in Australia The electronics business falls from first to third place. p4 FEATURE: When cus- tomers strike back According to new figures, class actions are on the rise. Should retailers be worried? p16 NEWS: Pizza Capers drives new food trucks Fast food brand plans to become 'pioneer' in digitally-enabled mobile experience. p2 NEWS: OzHarvest and Woolies partner to launch food rescue market Supermarket giant tackles food wastage. p3 NEWS: Cotton On Body hits 10 years The intimates brand looks back on the trends and pieces that built the business. p5 FEATURE: A policy dilemma A stoush between retailers over GST regulation may run into 2018. p14 News and views on the world of retail since 1972 3 MAY 2017 V I S I T : I N S I D E R E T A I L . C O M . A U Self-service checkouts no saving grace for Coles BY JARED DICKSON

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