new travel retail trends, testing & evaluation of future airport services november 2014

New Travel Retail trends, Testing & Evaluation of future Airport Services

November 2014

http://www.m1nd-set.com/

www.m1nd-set.com 2

Methodology and Sample



www.m1nd-set.com 3

Methodology & sample

Methodology

Participants of this survey were recruited by m1nd-set interviewers before taking an international flight at randomly selected departure gates at different airports in the Asia-Pacific region

Travellers completed a questionnaire in the form of an online survey

Survey length: approx. 10 min

Questionnaire available in English

Fieldwork was conducted in July 2014

Sample

Travellers living in the Asia-Pacific region

Nationalities covered: China, Singapore, Japan, Australia, New Zealand, Taiwan, Malaysia, Indonesia, Thailand, India, Hong Kong and Other Asian-Pacific travelers

Total sample size of the Q2 wave: N = 2287



www.m1nd-set.com 4

Multiple Channels:

Interest in receiving Information on the Airport Duty Free selection before the trip



www.m1nd-set.com 5

Receiving a paper catalogue at home a few weeks before my trip

Special mobile / tablet application

Visiting the Duty Free shop’s website

Receiving an email with this information at the moment of booking

8%

22%

32%

37%

Interest in Receiving Information About DF selection before the Trip & Preferred

Way of Access

Q19: How interested would you be in receiving information on the airport Duty Free selection of products before your trip?/Q20: How would you prefer to access the information on the offer of brands and products in Duty Free?Base: Total (2287)

DEGREE OFINTEREST

PREFERRED WAY OF ACCESSING THE INFORMATION

41% of respondents stated that they were «extremely interested» (10%) or «very interested» (31%) in receiving information about the Duty Free selection of products before their trip.



www.m1nd-set.com 6

Interest in Receiving Information About DF selection before the Trip –

by Nationality (1/2)

Singapore

Malaysia

Other AsPac

India

China

Japan

Total

8%

10%

11%

12%

12%

13%**

10%

20%

29%

26%

33%

40%**

40%**

31%

31%

34%**

36%**

32%

25%

19%

26%

20%

19%

18%

9%

14%

19%

18%

21%**

7%

10%

15%

8%

10%

15%

Extremely interested (5) Very interested Moderately interested Only slightly interested Not interested at all (1)

** indicates a significant difference compared to “Total”

Q19: How interested would you be in receiving information on the airport Duty Free selection of products before your trip?Base: Total (2287)

Travellers feel:



www.m1nd-set.com 7

Interest in Receiving Information About DF selection before the Trip –

by Nationality (2/2)

New Zealand

Hong Kong

Thailand

Australia

Taiwan

Indonesia

Total

3%

4%

4%

4%

5%

7%

10%

17%

19%

36%

17%

38%

35%

31%

36%**

28%

20%

31%

22%

28%

26%

20%

19%

11%

24%**

16%

7%

18%

25%**

30%

29%**

25**%

19%

24%

15%



Q19: How interested would you be in receiving information on the airport Duty Free selection of products before your trip?Base: Total (2287)

Travellers fells:



www.m1nd-set.com 8

32%

51%

29%

45%

30% 31%

59%** 50%

32%

63%**

52%53%

**

28%

18%

43%**

18%

15%

31%

16%

8%32%

12%

21% 15%

32%**

25% 18%19%

45%

25%

16%42%

36% 12% 21%21%

9% 4% 9% 5% 5% 13% 6% 10%7% 12%

2% 1% 3% 5% 2% 2%Other

Receiving a paper cata-logue at home a few weeks before

Special mobile/tablet application

Visiting the DF shop's website

Receiving an e-mail at the booking moment

Preferred Way of accessing the Information

by Nationality


Q20: How would you prefer to access the information on the offer of brands and products in Duty Free?Base: Total (2287)



www.m1nd-set.com 9

Multiple Channels:

Interest in Different Duty Free Services



www.m1nd-set.com 10

Interest in Pre-ordering productsonline and pick them up in the

DF shop at the airport

Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free?/Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287)

Chocolate & Confectionery

Souvenirs

Cosmetics

Perfumes

Alcohol

43%

43%

50%

50%

54%

DEGREE OFINTEREST

FOR PURCHASES IN THESE TOP 5 CATEGORIES…

32% of the respondents stated that they were «extremely interested» (8%) or «very interested» (24%) in pre-ordering products online and pick them up in the DF shop at the airport.



www.m1nd-set.com 11

Interest in Pre-ordering products online and pick them up in the DF shop at the

airport – by Nationality (1/2)

Singapore

Japan

New Zealand

Indonesia

China

India

Total

7%

9%

10%

10%

11%

12%

8%

19%

29%**

25%

17%

27%

21%

24%

25%

24%

28%

31%

36%**

26%

28%

24%

24%

17%

14%

12%

21%

21%

24%

14%

21%

28%

14%

21%

20%



Q21: Please have a look at the following Duty Free services and for each of them let us know how interested you would be in using it when buying in Duty Free? Base: Total (2287)

Travellers feel:



www.m1nd-set.com 12

Interest in Pre-ordering products online and pick them up in the DF shop at the

airport – by Nationality (2/2)

Taiwan

Hong Kong

Thailand

Other AsPac

Malaysia

Australia

Total

3%

3%

4%

5%

6%

7%

8%

14%

14%

16%

22%

18%

17%

24%

38%

29%

24%

31%

35%

30%

28%

22%

23%

21%

18%

22%

18%

21%

24%

31%**

34%**

23%

18%

29%**

20%




Travellers feel:



www.m1nd-set.com 13

Pre-ordering products online and pick themup in the DF shop at the airport for Top 5 categories –

By nationality (1/3)

China Singapore

Japan Australia

Accessories

Cosmetics

Electronics

Perfumes

Alcohol

25%

41%

64%**

75%**

80%**


Cosmetics

Electronics

Alcohol

Perfumes

47%

60%**

69%**

71%**

73%

Perfumes

Alcohol


Cosmetics

Souvenirs

32%

45%

46%

49%

57%**


Electronics

Alcohol

Perfumes

Cosmetics

35%

47%

52%

54%

59%

Q22: For which Duty Free product category (-ies) would you be interested in using the following service? Base: Total (2287)




www.m1nd-set.com 14

New Zealand Taiwan

Malaysia Indonesia

Watches

Electronics

Accessories

Clothing

Perfumes

50%

63%

63%

63%

75%

Alcohol

Tobacco

Perfumes

Electronics

Cosmetics

50%

50%

67%

67%

83%

Cosmetics


Tobacco

Alcohol

Perfumes

47%

47%

47%**

57%

63%


Electronics

Cosmetics

Perfumes

Alcohol

31%

34%

37%

57%

80%**







www.m1nd-set.com 15

Thailand India

Hong Kong Other AsPac

Souvenirs

Cosmetics


Electronics

Perfumes

35%

39%

46%

46%

70%**

Electronics

Cosmetics

Alcohol

Perfumes


47%

53%

73%**

73%**

73%**


Electronics

Perfumes

Alcohol

Cosmetics

48%

48%

62%

67%

67%

Watches

Electronics

Alcohol

Cosmetics

Perfumes

43%

50%

64%

86%

93%







www.m1nd-set.com 16


Souvenirs


Cosmetics

Alcohol

Perfumes

36%

37%

45%

51%

53%

DEGREE OFINTEREST


36% of the respondents stated that they were «extremely interested» (13%) or «very interested» (23%) in pre-ordering products online and have them delivered to their seat in the aircraft.

Interest in Pre-ordering products online and have them delivered

to your seat in the aircraft



www.m1nd-set.com 17

Interest in Pre-ordering products online and have them delivered to your seat in

the aircraft– by Nationality (1/2)

India

Other AsPac

Indonesia

New Zealand

Singapore

China

Total

13%

13%

14%

15%

16%

20%**

13%

24%

23%

31%

23%

16%

25%

23%

27%

27%

14%

16%

23%

32%**

25%

14%

14%

21%

16%

21%

11%

20%

22%

23%

21%

31%**

24%

13%

19%




Travellers feel:



www.m1nd-set.com 18

Interest in Pre-ordering products online and have them delivered to your seat in

the aircraft– by Nationality (2/2)

Hong Kong

Taiwan

Malaysia

Japan

Australia

Thailand

Total

7%

11%

12%

12%

13%

13%

13%

22%

22%

18%

28%**

16%

14%

23%

29%

30%

27%

24%

23%

29%

25%

15%

16%

26%

22%

21%

14%

20%

27%

22%

16%

14%

28%**

30%**

19%




Travellers feel:



www.m1nd-set.com 19

Accessories

Cosmetics

Electronics

Alcohol

Perfumes

25%

36%

49%**

69%**

74%**


Electronics

Cosmetics

Alcohol

Perfumes

41%

43%**

45%

63%

68%**

Pre-ordering products online and have them delivered to your seat for Top 5 categories –




Perfumes


Cosmetics

Souvenirs

Alcohol

30%

37%

43%

43%**

44%

Souvenirs

Electronics

Alcohol

Cosmetics

Perfumes

32%

39%

43%

56%

63%

China Singapore

Japan Australia



www.m1nd-set.com 20

New Zealand Taiwan

Malaysia Indonesia

Alcohol

Perfumes


Electronics

Souvenirs

46%

62%

62%

62%

69%


Souvenirs

Cosmetics

Electronics

Perfumes

42%

42%

50%

50%

58%



Alcohol


Electronics

Cosmetics

Perfumes

47%

50%

50%**

58%

82%**

Accessories

Cosmetics

Electronics

Perfumes

Alcohol

16%

32%

37%

66%

79%**





www.m1nd-set.com 21

Souvenirs


Electronics

Alcohol

Perfumes

37%

45%

45%

48%

70%**

Watches

Electronics

Alcohol


Perfumes

44%**

47%**

68%

68%**

74%**




Electronics

Alcohol

Cosmetics

Perfumes

36%

42%**

58%

61%

69%**

Accessories

Electronics

Alcohol

Perfumes

Cosmetics

37%

47%

63%

79%

79%



Thailand India




www.m1nd-set.com 22


Souvenirs


Cosmetics

Perfumes

Alcohol

38%

41%

46%

49%

62%

DEGREE OFINTEREST


46% of the respondents stated that they were «extremely interested» (17%) or «very interested» (29%) in buying in the Duty Free shop before their flight and pick up their purchases when they return from their trip.

Buy in the DF shop before your flight and pick up the purchases when you return

from your trip



www.m1nd-set.com 23


from your trip – by Nationality (1/2)

Thailand

Australia

Singapore

Japan

New Zealand

China

Total

14%

15%

16%

20%**

22%

23%**

17%

23%

21%

23%

35%**

26%

30%

29%

21%

29%

32%**

20%

28%

26%

25%

16%

18%

14%

15%

15%

7%

15%

26%**

18%

16%

11%

10%

14%

15%




Travellers feel:



www.m1nd-set.com 24


from your trip – by Nationality (1/2)

Taiwan

Hong Kong

Indonesia

Other AsPac

India

Malaysia

Total

5%

7%

10%

11%

13%

14%

17%

35%

26%

28%

27%

27%

27%

29%

32%

25%

21%

28%

26%

23%

25%

16%

14%

21%

17%

14%

18%

15%

11%

28%**

21%

18%

20%

18%

15%




Travellers feel:



www.m1nd-set.com 25

Jewellery

Cosmetics

Electronics

Perfumes

Alcohol

14%

33%

49%**

64%

88%**


Electronics

Cosmetics

Alcohol

Perfumes

39%

47%**

55%

74%**

77%**



Perfumes

Cosmetics


Souvenirs

Alcohol

30%

43%

47%**

53%**

57%


Tobacco

Alcohol

Perfumes

Cosmetics

38%

38%**

50%

65%**

70%**

China Singapore

Japan Australia

Buy in the DF shop before your flight and pick up the purchases when you return from your

trip: Top 5 categories – By nationality (1/3)



www.m1nd-set.com 26

New Zealand Taiwan

Malaysia Indonesia

Clothing

Watches

Alcohol

Electronics

Perfumes

27%

27%

36%

46%

64%

Tobacco


Souvenirs

Alcohol

Cosmetics

40%

47%

47%

53%

60%



Souvenirs

Alcohol

Cosmetics


Perfumes

39%

43%

47%

49%

69%**


Electronics

Cosmetics

Perfumes

Alcohol

29%

33%

42%

63%

92%**

Buy in the DF shop before your flight and pick up the purhcases when you return from your




www.m1nd-set.com 27

Electronics

Cosmetics

Alcohol


Perfumes

39%**

40%

45%

48%

63%**

Cosmetics

Perfumes

Electronics


Alcohol

35%

57%

57%**

65%**

84%**



Accessories

Souvenirs

Cosmetics

Alcohol

Perfumes

30%

33%

50%

63%

63%

Tobacco

Electronics

Cosmetics

Alcohol

Perfumes

23%

42%

69%

73%

77%

Thailand India


Buy in the DF shop before your flight and pick up the purhcases when you return from your




www.m1nd-set.com 28


Cosmetics

Souvenirs


Perfumes

Alcohol

40%

41%

43%

44%

68%

DEGREE OFINTEREST


More than half of the respondents (51%) stated that they were «extremely interested» (23%) or «very interested» (28%) in buying in the Duty Free shop and have the products delivered directly to their home.

Buy in the DF shop before your flight and have the products delivered

directly to your home



www.m1nd-set.com 29


directly to your home – by Nationality (1/2)

Singapore

Japan

India

China

New Zealand

Taiwan

Total

23%

27%**

28%

28%

30%

30%

23%

24%

34%**

26%

28%

23%

22%

28%

24%

19%

22%

27%

20%

22%

22%

11%

12%

12%

8%

9%

19%

13%

18%

8%

12%

8%

19%

8%

14%




Travellers feel:



www.m1nd-set.com 30


directly to your home – by Nationality (2/2)

Indonesia

Malaysia

Australia

Hong Kong

Other AsPac

Thailand

Total

14%

14%

16%

16%

18%

19%

23%

31%

22%

25%

19%

27%

20%

28%

24%

27%

25%

27%

23%

17%

22%

10%

20%**

15%

12%

15%

13%

13%

21%

17%

20%**

27%**

18%

31%**

14%




Travellers feel:



www.m1nd-set.com 31

Clothing

Cosmetics

Electronics

Perfumes

Alcohol

19%

35%

50%**

62%**

87%**


Cosmetics

Electronics

Perfumes

Alcohol

38%

39%

50%**

55%**

79%**

Buy in the DF shop before your flight and have the products delivered directly to your home : Top 5

categories – By nationality (1/3)



Perfumes

Cosmetics


Souvenirs

Alcohol

28%

37%

49%**

57%**

66%

Electronics


Perfumes

Alcohol

Cosmetics

41%

43%

55%**

56%

60%**

China Singapore

Japan Australia



www.m1nd-set.com 32

New Zealand Taiwan

Malaysia Indonesia


Alcohol

Perfumes

Souvenirs

Electronics

39%

46%

46%

46%

54%


Perfumes

Cosmetics

Electronics

Alcohol

47%

53%

53%

53%

58%



Cosmetics

Souvenirs

Electronics

Perfumes

Alcohol

40%

44%

51%**

53%

56%


Cosmetics

Electronics

Perfumes

Alcohol

28%

38%

42%

57%

89%**





www.m1nd-set.com 33

Clothing


Electronics

Alcohol

Perfumes

40%**

44%

51%**

53%

58%**

Cosmetics

Electronics

Alcohol

Perfumes


36%

52%**

64%

64%**

64%**




Accessories

Electronics

Perfumes

Alcohol

40%

44%**

51%**

54%

67%

Electronics

Accessories

Cosmetics

Perfumes

Alcohol

33%

37%

63%

70%

78%

Thailand India






www.m1nd-set.com 34

Multiple Channels:

Services that could be offered by Airports in the Future



www.m1nd-set.com 35

Appeal of future Airport Services (1/2)

More power outlets and working stations

Self-service check-in and bag drop

Airport smartphone app to guide you during the entire airport visit (directions, parking,...)

Airport processes based on biometrics (facial recognition, finger prints) rather than passports and boarding passes

Automated border e-gates for passport control

Mobile check-in and e-boarding passes available on all flight

Receiving automatic pop up notifications from the airport with information about your trip

Generalization of free WiFi

23%

26%

36%

41%

42%

44%

47%

69%

Q23: These services that could be offered by airports in the future (or made more broadly available than nowadays). Please select the services (between 1 and 5) than you find more important and that you would be more likely to use.Base: Total (2287)

Share of travellers who chose:

Future airport services (or making them more broadly available) such as the generalization of WiFi or pop up notifications about passengers’ trip, would be greatly appreciated by travellers.



www.m1nd-set.com 36

Appeal of future Airport Services (2/2)

Entertainment and animations in the Duty Free shop

Entertainment and animations in the airport in general

Being able to give real time passenger feedback of the airport experience

Self-service information kiosks (e.g. for wayfinding,...)

Integration of wearable technology in the airport processes (boarding pass on a smartwatch,...)

Automatic pop up notifications from the airport with information about shopping (vouchers,…)

Outdoor areas (gardens, rooftop terraces…)

Lounges and waiting areas that reflect local culture

Possibility to use smartphones to interact with digital screens at the airport

Automated boarding pass scanners before security

Home-printed bag tag along with boarding pass to avoid queuing at bag drop

1%

3%

5%

10%

11%

12%

13%

16%

18%

18%

18%

Share of travellers who chose:

Q23: These services that could be offered by airports in the future (or made more broadly available than nowadays). Please select the services (between 1 and 5) than you find more important and that you would be more likely to use.Base: Total (2287)



www.m1nd-set.com 37

Mobile check-in and e-boarding passes


Airport processes based on biometrics

Automatic pop up notifications with information about your trip


43%

43%

44%

52%

63%






41%

50%

51%

55%

69%


Appeal of future Airport Services – Top 5By nationality (1/3)

Airport processes based on biomet-rics





40%

42%

43%

51%

72%

Airport processes based on biomet-rics


Airport smartphone app to guide you through airport



34%

38%

42%

48%

75%

Q23: These services that could be offered by airports in the future (or made more broadly available than nowadays).Please select the services (between 1 and 5) than you find more important and that you would be more likely to use.Base: Total (2287)

China Singapore

Japan Australia



www.m1nd-set.com 38

New Zealand Taiwan

Malaysia Indonesia





Airport app to guide you through the airport

45%

52%

55%

55%

55%


Airport app to guide you during through the airport




30%

38%

41%

43%

81%








38%

40%

50%

51%

66%






42%

42%

43%

55%

58%




www.m1nd-set.com 39






38%

39%

44%

45%

72%






41%

41%

51%

55%

59%








32%

37%

48%

56%

80%






33%

39%

54%

56%

66%


Thailand India




www.m1nd-set.com 40

Demographics



www.m1nd-set.com 41

Sample Structure

75% 25%

GENDER

7%

19%

32%

26%

15% 16 - 30 y.o.

31 - 40 y.o.

41 - 50 y.o.

51 - 60 y.o.

61 + y.o.

AGE

Q24: Gender/ Q25: How old are you?Base: Total (2287)



www.m1nd-set.com 42

Occupation

25%

23%

13%

12%

8%

6%

5%

4%

2%

1% 1%

Middle management

Senior management (e.g. CEO, CFO, COO)

Professional (e.g. dentist, Lawyer)

Self-employed (e.g. owner of a business)

Engineer, technical (without management)

Retired

Other

Clerical / administration

Housewife / housemaker

Student

Skilled / semi-skilled worker

Q27: Which of the following best describes your occupation?Base: Total (2287)



www.m1nd-set.com


new travel retail trends, testing & evaluation of future airport services november 2014

Documents

different duty free

following duty free

df selection

airport q21

significant difference

sample travellers

asiapacific region travellers

travellers fells