Every day, retailers across the United States contend with a staggering number of security challenges—ranging from theft and disturbances to loitering—that threaten their operations, employees, and customers. With millions of transactions and customers daily, maintaining a safe environment for employees and shoppers is a complex and critical endeavor.
Interface Systems’ 2024 State of Remote Video Monitoring in Retail Chains report offers valuable insights into these challenges based on data from over 2 million remote monitoring requests and over 69,000 high-priority security events across thousands of U.S. retail locations. The findings highlight peak security risks, regional variances in incidents, and the effectiveness of advanced security technologies.
The Dominance of Theft, Disturbances, and Loitering
Theft, disturbances, and loitering are the most common security issues faced by retailers. Theft incidents represent a persistent challenge for loss prevention teams, as organized retail crime and opportunistic theft continue to rise nationwide. Disturbances—whether caused by unruly customers, disputes, or intentional disruptions—complicate store operations and create an unsafe environment for both employees and customers.
Loitering incidents, in particular, stood out, leading to the highest rate of police dispatches—65.8%. While often perceived as less severe than theft or violence, loitering disrupts store operations, reduces customer comfort, and frequently escalates to other criminal behaviors, such as shoplifting or vandalism. Addressing loitering is, therefore, critical to fostering a safe and inviting shopping environment.
The findings suggest that while many incidents can be mitigated through early intervention, such as employee engagement or remote monitoring, others require more robust strategies. Retailers must recognize these patterns and develop proactive approaches to reduce these common threats.
Peak Times for Risk: Evening Hours and Store Closings
The report identified specific windows of heightened vulnerability. Security incidents requiring police dispatch peaked between 5:00 p.m. and 8:00 p.m., coinciding with store closings. During these hours, employees and customers are at greater risk as stores transition to reduced staffing levels and operations wind down.
Store closings present unique challenges. Employees often navigate these periods with limited support, making them particularly vulnerable to theft, assaults, or other security threats. Retailers that fail to provide sufficient monitoring or support during these times risk exposing their staff to unnecessary danger.
Conversely, early morning and late-night hours saw minimal incidents, suggesting fewer challenges during these quieter periods. This data allows retailers to strategically deploy resources, enhancing security measures during high-risk periods while optimizing costs during low-risk times. By tailoring security efforts to these patterns, retailers can strike a balance between safety and operational efficiency.
The Role of Advanced Technologies
Technological solutions, particularly interactive monitoring, play a pivotal role in enhancing retail security. Two key advancements—video verification and voice-down commands—demonstrated exceptional effectiveness in mitigating risks:
- Video Verification: Stores employing video verification for alarms experienced a 97% reduction in false alarms, saving retailers from unnecessary dispatches, penalties, and associated administrative costs. By validating threats in real time, video verification minimizes disruptions and streamlines emergency response efforts.
- Voice-Down Commands: Leveraging live audio intervention, voice-down technology resolved over 99.86% of incidents without requiring police involvement. This capability not only deters crime but also provides employees with an immediate, actionable response to emerging threats, boosting their confidence and ensuring safer working environments.
Interactive monitoring systems also empower employees by providing access to remote security professionals. These systems reduce reliance on employees to manage high-pressure situations, enabling faster response times and better outcomes during security incidents.
Regional Variances in Security Challenges
State-specific data revealed notable differences in security incident patterns:
- Theft and Loss Incidents: Tennessee recorded the highest theft and loss rates, with 30 incidents per store. Maryland and Ohio followed, highlighting the need for targeted theft prevention measures in these regions.
- Loitering: States such as Michigan and Oklahoma reported high loitering rates per store, while larger states like California and Texas exhibited lower rates relative to their store footprints. Despite these differences, proactive measures like signage and remote monitoring with automated voice-down commands have proven effective in deterring loiterers across all regions.
- Disturbances: While Texas, California, and Ohio reported the highest overall disturbance numbers, smaller states like Rhode Island had a higher rate of disturbances per store, emphasizing the importance of tailored solutions that address regional disparities.
This regional data empowers retailers to prioritize resources and adopt customized strategies that reflect the specific security challenges of each location. For example, retailers in high-theft states may benefit from implementing more robust monitoring systems and deploying additional staff during peak times. Conversely, in states with higher rates of loitering, proactive deterrents like automated alerts and visible security measures can have a significant impact.
The Broader Benefits of Interactive Monitoring
Beyond addressing theft, loitering, and disturbances, interactive monitoring systems contribute to overall operational efficiency. For example, video verification not only reduces false alarms but also lowers associated costs, such as city penalties and administrative burdens. Similarly, voice-down commands can serve as a visible deterrent, signaling to potential perpetrators that their actions are being observed in real time.
Interactive monitoring also enhances employee confidence. By providing immediate access to professional security support, these systems enable workers to focus on their responsibilities without fear of managing security risks on their own. As retail environments grow increasingly complex, empowering employees through technology is essential to maintaining both safety and productivity.
Five Strategies for Loss Prevention Teams
The findings offer actionable recommendations for loss prevention teams to optimize security:
- Strategic Resource Allocation: By focusing efforts during high-risk periods such as store closings, retailers can prevent a significant portion of incidents. Deploying real-time monitoring and on-site security personnel during these windows is essential.
- Targeted Theft Prevention: States with higher theft rates should consider deploying advanced monitoring solutions in conjunction with employee training to handle these situations effectively.
- Loitering Deterrence: Loitering hotspots require a proactive approach, combining remote monitoring with automated voice-down solutions and physical signage to minimize disruptions.
- Interactive Monitoring Integration: Retailers should prioritize solutions that integrate real-time monitoring with interactive tools like voice-down commands and video verification to reduce false alarms and enhance incident resolution.
- Employee Training: Training employees to recognize and respond to security threats is vital. Providing staff with tools such as mobile panic buttons or remote access to security professionals can significantly reduce their vulnerability in high-risk situations.
Conclusion: The Power of Data-Driven Security
By leveraging advanced technologies, retail chains can reduce false alarms, deter criminal activity, and ensure the safety of employees and customers. When equipped with actionable insights, retailers can not only react to incidents but also proactively mitigate risks, fostering a secure environment that enhances both operational efficiency and customer trust.
For retail businesses navigating the challenges of modern security, Interface Systems’ findings serve as a roadmap for effective loss prevention and a reminder of the importance of adapting strategies to evolving threats. By leveraging innovative technologies and tailoring solutions to regional needs, retailers can maintain a competitive edge in safeguarding their stores and stakeholders.
Tyson Johns is senior vice president of security monitoring operations at Interface Systems. The company’s full retail security report is available here.
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