in LPRC Reports

Exit Way ePVMs and EAS Customer Feedback Johns Hayes Grottini 2014

Exit Way ePVM-EAS: Department Store StoreLab Customer Surveys
1 Loss Prevention Research Council
Introduction & Background
In order to better understand customer views of enhanced public view monitors (ePVMs) combined with EAS pedestals at exit ways, the Loss Prevention Research Council (LPRC) research team conducted a series of interviews with store customers to obtain their perceptions of these interventions. The ePVM-EAS was located at the store exit way, and displayed real-time images of customers exiting the store along with an alarm sounding when EAS pedestals were activated.
The purpose of the customer interviews was to better understand awareness of the interventions; reaction to the interventions; the impact of the interventions on willingness to shop at the store; and, the impact of the interventions on perceptions of security in the store.
To this end, a series of surveys was completed in the Gainesville Department store StoreLab. This report details the responses of 40 customers at the Gainesville Department store store in September 2014. Three in five (60.0%) respondents were female and about two in five (37.5%) were age 55 or older.
The LPRC research team posits the following hypotheses about customer perceptions of ePVM-EAS:
 Customers will be unaware that the exit way ePVM is an asset protection measure until it is activated [Supported]
 Customers will feel the EAS-activated ePVM is more effective than the EAS pedestals alone [Supported]
 The majority of customers will not be concerned by the presence of the exit way ePVM [Supported]
 Customers will feel that associates are unresponsive to the EAS pedestal alarm [Supported]
 The exit way ePVM-EAS will have little impact on a customer’s willingness to shop at The department store [Supported]