Shopping Malls and Changing Customer Behaviors in the New Normal

In our recent blog post dated May, we shared how many visits the shopping malls received with the end of the quarantine period and how it changed according to the pre-quarantine situation.

While some shopping malls opened their doors at the beginning of May, some other malls like Istinye Park and Akasya Shopping Mall resumed their activities as of June. May 11 was determined as the starting date of the gradual opening by the Association of Shopping Centers and Investors and it represented more of an adaptation process in terms of shopping malls. June was a month when the new normal was implemented. July witnessed a period in which the number of visitors increased relatively with the opening of cinemas in the shopping mall.

Customers walking,entering stores and shopping in a mall. Zara, Hugo Boss on the right, AllSaints, Mackage store on the left.

   As stated in our previous blog post, some of the data we used in our article was obtained through PoiLabs’ 30,000 iBeacon network in 55 cities, 120 shopping malls and more than 700 stores. Such data we present provides insight to store owners and shopping mall management, and makes it easier for them to take actions based on data analysis.

What Have Changed?

   The June data showed that the density of customers in the shopping mall was 35% occupancy compared to the June average of the pre-pandemic period. In July, the occupancy rate increased and remained close to 51% of the July average of previous years. When we consider the average value, since the opening of the shopping malls after the pandemic, the customer density has remained at 38% compared to the period before the pandemic.

   Of course, this process affected not only the customer density, but also the time customers spent in the store and shopping mall. Compared to the pre-pandemic period, the time spent by a customer in shopping malls decreased by an average of 72%.

Shopping Mall Density Ratios by Month chart showing data January, May, June, July, August and September 2020.

    As evidenced by the data we have, although shopping malls are starting to revive slowly, the time spent by the customer in the shopping mall has decreased significantly. Customers try to spend as little time as possible in stores in order to pay attention to social distance and contact. It is very important for shopping malls to implement commands that can respond to customers’ needs in a short time. At this point, protecting public health and paying attention to social distance should be the focus of shopping center employees and managers as well as customers. After the necessary health measures are taken, it is very important for shopping malls and stores to take new actions by considering customer sensitivities and changing consumer behaviors in order to manage this process well.

Customers walk in a mall, use escalators, and get navigation from their phones using beacons to the stores they're going to.

   PoiLabs offers a mobile kiosk service that provides indoor navigation and wayfinding to shopping malls and stores with the solutions developed to minimize the contact with the iBeacon technology. You can contact us to benefit from our services and get more detailed information.


Shopping Malls and Changing Customer Behaviors in the New Normal
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