Latest Research By Axis Shows Convenience Is Key Benefit For Unmaned Stores In Australia And New Zealand

Latest Research By Axis Shows Convenience Is Key Benefit For Unmaned Stores In Australia And New Zealand

Axis Communications, a global leader in network video solutions, today announced the results of its APAC Retail Research 2022 study titled “Consumer Preferences Towards Unmanned Store Experiences”.

Commissioned by Axis Communications, Milieu Insight surveyed consumers in Australia and New Zealand (ANZ) to gauge their preference for physical shopping during the post-pandemic era and explored their expectations of unmanned stores. The study surveyed 2,000 consumers from Australia and New Zealand , with 1,000 respondents from each country.

The study found that consumers in Australia and New Zealand were less inclined to visit or shop at physical stores in the post-pandemic era. This applies to all types of stores, including luxury fashion boutiques, supermarkets, convenience stores, shopping malls and department stores, high-end restaurants, pharmacies, and groceries stores.

The study found that the intention of consumers from both countries to shop at physical stores in the new normal post-pandemic era has dropped (Australia – 12%, New Zealand – 18%) compared to the pre-pandemic era. Approximately a third of the respondents for ANZ (Australia – 26%, New Zealand – 35%) indicated that they are more likely to visit unmanned stores – physical stores with few to no staff. This suggests that consumers today may perceive unmanned stores safer to visit, provided social distancing and contactless protocols are integrated into operational processes. Other key findings from the report include:

  • Increased convenience appears to be a top priority for consumers in ANZ, with approximately 6 in 10 consumers viewing self-checkouts as a key feature for unmanned stores (Australia – 58%, New Zealand – 61%), with longer opening hours and faster checkouts also among the top perceived benefits for consumers.
  • Approximately half (Australia – 48%, New Zealand – 50%) of respondents from ANZ favoured having service assistants to help with self-checkouts
  • Respondents identified safety/security as a crucial element for unmanned stores, with the use of video surveillance to deter crime and manage customer experience viewed as essential features that unmanned stores should have (Australia – 42%, New Zealand – 48%),
  • ANZ consumers appear to be more receptive to unmanned experiences for specific types of stores, namely: supermarkets, petrol kiosks, and grocery stores.

“Consumer preferences towards health and safety are driving the rapid adoption of contactless experiences and likely to form the new brick and mortar retail reality. We foresee an increased rollout of unmanned stores across Australia and New Zealand as retailers pivot to ensure consumer need for safety and security,” said Rodney Guinto, key account manager – end customer at Axis.

“Whether fully or partially unmanned, these stores rely on various technologies and automation such as artificial intelligence (AI), QR code authentication, and intelligent video cameras to function. These technologies will be essential to support key functions of unmanned stores such as self-checkout, movement tracking, and security to deliver memorable customer experiences.”

Axis video surveillance solutions were developed in line with the changing retail landscape and its implications, which calls for intelligent and practical approaches to enhancing operational efficiency, shopper safety, and customer experiences and contribute to ongoing profitability. Axis solutions can help to deter theft and shrinkage in-store, protect your store with active alerts, keep your customers informed and ensure a positive shopping atmosphere, while also accumulating data for long-term planning and informed decision-making.

The ‘Consumer Preferences Towards Unmanned Store Experiences Research 2022’ can be downloaded here:


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