Asia Pacific Retailers Move to Self-Service Driven by Consumers

Brian Burns / November 10,2022
  • Prepare for the mobile retail experience first
  • buy the device
  • experience everything
  • Take advantage of work
  • The 15th Annual Global Shopper Study From Zebra Technologies confirms shoppers are returning to shop in stores in similar numbers seen before the pandemic. They have also adopted self-service habits as they increasingly use do-it-yourself (DIY) technology in stores, allowing retail partners more time on the ground to help shoppers.

    The annual report highlights changes in consumers, retail partners (front-line retail employees) and decision-makers among retailers over the 15 years in which the study was conducted.

    Prepare for the mobile retail experience first

    Among shoppers surveyed in Asia Pacific (APAC), 68% said inflation delayed purchases (compared to 75% globally). However, they are still coming back to the stores. However, most shoppers (76% globally, 68% Asia Pacific) want to get in and out as quickly as possible. They are also willing to help make this happen with their growing affinity for self-service technology.

    Likewise, preference for the traditional checkout that a store partner works with has decreased (51% in the Asia Pacific region).

    This trend to use self-checkout is now echoing among retailers in the Asia Pacific region with 79% seeing employee checkouts as less necessary, while 53% have converted store space to self-service areas and 52% are offering contactless options.

    buy the device

    In general, shoppers are prepared for advances in technology, with eight in 10 retailers expecting to have the latest technology.

    Among shoppers in the Asia Pacific region, 46% of those surveyed chose cashless payment methods. Half of APAC respondents prefer paying with a mobile device or smartphone.

    Consumers also continue to rely on their smartphones during shopping trips; This year’s usage indicates price sensitivity as more than half of those surveyed check out sales, specials or coupons (48% in Asia Pacific), consistent with the vast majority of shoppers (67% in Asia Pacific) Worried about having to spend less to achieve their goals. Meets.

    experience everything

    Consumers expect a seamless experience when shopping. Seven out of 10 prefer in-store and online shopping as well as online retailers that also offer brick-and-mortar locations. Convenience is king over fulfillment: Most shoppers (73% in Asia Pacific) prefer the option to deliver items and choose retailers that offer in-store or curbside delivery (64% in Asia Pacific).

    The same is true for reverse logistics: About 77% in the Asia Pacific region prioritize spending with retailers that offer easy returns. About 49% of retailers surveyed in the Asia Pacific region convert spaces in their stores to receive orders, supporting consumer fulfillment preferences.

    Mobile demand continues to increase, with about eight in 10 shoppers and nine out of 10 millennials using it, and about seven out of 10 shoppers wanting more retailers to offer such services.


    “With today’s retail channels converging, retailers need to step up efforts to meet the renewed expectations of shoppers and ensure a seamless experience across their online and offline platforms,” he said. George PepesAPAC’s leading retail and healthcare vertical solutions at Zebra Technologies.

    “Furthermore, as the retail sector approaches the future of fulfillment, it is more important than ever for retailers to empower partners with the right technology to do their jobs better.”

    George Pepes

    While 79% of global shoppers (76% in the Asia Pacific region) are concerned about inflationary price increases on daily necessities, they don’t necessarily leave stores without the items they want because of the price. Retail partners reported out-of-stock complaints as their number one disappointment (43% globally, 38% in Asia Pacific).

    In the Asia Pacific region, the percentage of shoppers who did not complete an intended purchase overall is lower (64%), partly because of out-of-stock products (44%) or because they found better deals elsewhere (27%).

    Retailers are painfully aware of these reasons; 80% admit that maintaining real-time visibility into stock outs is a huge challenge, and they need better inventory management tools for accuracy and availability (84% in Asia Pacific).

    Take advantage of work

    In general, shoppers, retail partners, and retail decision-makers agree that shoppers have a better experience when retail partners use the latest technology to help them.

    Faced with labor shortages: 74% of retail partners surveyed in the Asia Pacific region and 82% of retail decision-makers agree that stores that benefit from retail technology and mobile devices are attracting and retaining more retail partners as well.

    To further improve the shopping experience, more than eight out of 10 retailers surveyed are aiming to empower more retail partners or seasonal employees to help customers select and fulfill online orders for the 2022 holiday season.

    This also addresses another challenge mentioned by 73% of the surveyed retailers in the Asia Pacific region: improving the efficiency of online fulfillment and expenditures (71%).


    “To keep pace with the ever-evolving retail landscape, retailers need to embrace smart automation and transform the way they integrate technology into their operations. Retailers also need to recognize that partners are an important touchpoint to achieve long-term customer loyalty. Kristanto SuryadarmaSoutheast Asia (SEA) Vice President of Sales for Zebra Technologies Asia Pacific.

    “By providing retail partners with the right technologies and processes, retailers will be well-prepared to respond to the needs of shoppers and effectively deliver on-demand services.”

    Kristanto Suryadarma