Self-Service Attitudes in Kazakhstan

Goals

To understand the demographics and attitudes of those who use self-service services in Kazakhstan.

Early Findings

  • Self-service technologies can include kiosks, websites, apps and checkout options. Customers generally like them and only turn away from poorly-implemented services.
  • Kazakhstan is leading the region for digital access, with internet penetration sitting at around 81%.
  • The government is investing heavily in digital transformation, and as part of this, many public services will be moved online to a self-service model.
  • External analyses have highlighted that security is a concern for this transformation and will need to be addressed by the government.
  • Internet use by device is 75% from laptops/desktops, 25% mobile and 2% from tablets. This could indicate a slight barrier to self-service technology using mobile devices.
  • 43% of Facebook users do so via mobile.
  • Un-banked populations could also be a barrier, as only 54% of Kazakhstanis have a bank account and 11% have a credit card. Only 7% report making online purchases/paying bills online. Men are a bit more likely to buy or pay online than women.
  • One company, Digital City Showcases, installed self-service kiosks ("Infokiosks") around Astana in 2015. They provide maps, weather, news exchange rates and public transportation information. There were plans to expand the services to other cities and partner with Dauys Press to offer digital news purchases.
  • Dibo, a car wash company, recently opened a high tech self-service car wash in the capital city.
  • Fujitsu Kazakhstan offers a retail self-checkout machine for sale, indicating there is some market for such a service.
  • In addition to this public search, we scanned our proprietary research database of over 1 million sources and were unable to find any specific research reports that address your goals.

Proposed next steps:

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