The network video solutions house Axis Communications released a report on “Consumer Preferences Towards Unmanned Store Experiences” based on the findings from Hong Kong Retail Research 2022.
Milieu Insight was commissioned by Axis Communications to poll Hong Kong customers on their preferences for physical shopping in the post-pandemic age, as well as their expectations of unmanned stores. A total of 1,000 Hong Kong consumers took part in the poll.
In the post-pandemic era, customers in Hong Kong were less likely to visit or shop at physical stores, according to the study. This applies to all types of establishments, including high-end restaurants, pharmacies, and grocery stores, as well as supermarkets, convenience stores, shopping malls, and department stores.
In the new normal post-pandemic era, Hong Kong consumers’ intention to shop at physical stores has decreased by 14 per cent compared to the pre-pandemic era. Almost half of the respondents (47 per cent) said they prefer to shop in unmanned stores, which are physical establishments with little to no employees. This shows that, if social distancing and contactless protocols are integrated into operations, customers today may consider unmanned stores as safer places to visit.
In addition, self-checkouts are a crucial feature for unmanned stores (66 per cent), and longer opening hours are also among the top perceived benefits, according to shoppers in Hong Kong. Unmanned stores should have automatic entry/exit using QR codes, according to 44 per cent, and 46 per cent believe that less human interaction is a crucial safety benefit.
