Here at Flock Safety, we’ve seen our business serve as the bridge between two vital groups: law enforcement/ security professionals focused on public safety, and business leaders committed to providing a seamless customer experience and driving revenue. These goals aren’t mutually exclusive—in fact, they can and should go hand-in-hand. But a recent national survey on consumer shopping behavior suggests that how we address customer safety concerns matters deeply—and that some approaches are far more effective than others.

Retail Crime is Shaping Consumer Behavior

According to the survey, about one in three respondents see shoplifting and organized retail crime (ORC) as a serious problem. These concerns are doing more than just raising eyebrows—they’re actively changing how people shop. Safety perceptions now play a significant role in whether a consumer decides to visit a store or shop online.

Notably, nearly half of all respondents said they would support retailers that use technology to combat theft and organized crime. This isn’t just theoretical support—it reflects a growing demand for proactive, visible measures that make shoppers feel safer.

As organized retail crime becomes more strategic and coordinated, retailers will need more than traditional deterrents to keep up. That’s where technology comes in.

Technology as a Deterrent—Not Just a Tool for Evidence

Security technology today isn’t just reactive, it’s preventive. License Plate Recognition (LPR) technology, for example, can help retailers create a virtual perimeter around their property, automatically flagging high-risk vehicles (whether it’s a past offender with a history of stealing/ causing damage or someone with an active warrant) before an incident even occurs.

When integrated with AI and a broader network of surveillance tools, this technology can spot patterns across multiple locations (like a vehicle that’s been seen near multiple theft reports) turning fragmented information into actionable intelligence.

Consumers recognize this value.

In the same survey, over half of respondents stated they believe LPR technology is effective at preventing retail crime and shoplifting. LPR technology also helps customers feel safer when shopping.

Consumer Perceptions, Confidence, and the Role of Security Tech

The rise in retail crime has eroded confidence in the in-person shopping experience. Many consumers, particularly those who’ve directly witnessed ORC, say they now prefer online shopping out of concern for their safety. 

For retailers, this shift is more than a trend; it’s a wake-up call. To bring shoppers back into stores, the environment must not only be secure—it must feel secure.

However, not all loss prevention measures build customer trust. A prime example is locked merchandise. While locking high-theft items might seem like a quick fix, it often backfires. Half of all respondents who encountered locked items reported waiting more than five minutes to access them. That wait time translated directly into lost revenue—consumers who had to wait were significantly more likely to abandon intended purchases.

In contrast, most shoppers reported feeling reassured by the presence of video cameras. Even just knowing cameras are in use increases their perceived effectiveness. That kind of visibility—both literal and psychological—makes a difference.

Investing in Technology That Works for Shoppers and Businesses

This is a critical insight for retailers: customers want a shopping experience that feels safe and efficient. The right security tools—like LPR cameras and connected video systems—strike that balance. They help prevent theft and identify threats without slowing down or frustrating legitimate shoppers.

If retailers want to compete in an increasingly complex market, they’ll need to make smart investments in proactive security that supports the customer experience rather than disrupting it. Otherwise, the consequences are clear: lower foot traffic, declining sales, and lost customer loyalty.

As ORC operations evolve in complexity and frequency, retailers must respond with modern solutions that do more than react—they must prevent, detect, and deter. LPR and video technologies offer a way forward—one that helps protect customers, support staff, and safeguard bottom lines without compromising the in-store experience.

The message from consumers is clear: they want safety and simplicity. And with the right technology in place, retailers can deliver both.

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