Understanding customers’ expectations and day-to-day security concerns requires active and ongoing engagement to keep up with the evolving needs, pain points, and requirements across their various industries, says Gallagher Security Chief Product Officer, Meredith Palmer, pictured.
She says: “When you focus on the human elements, you can uncover surprising insights. One of the most interesting points that came out of this year’s report was that a survey participant is using access control data to plan their cafeteria menu. It makes perfect sense – when your building is busiest you want to make sure you’re well staffed and order accordingly – but I don’t think many would think of using their security solutions to inform those decisions. It’s a perfect example of what can be achieved by paying closer attention to behavioural patterns.”
The New Zealand-based access security product manufacturer’s 2025 Trends Report outlines the risks of a gap in security research: a lack of focus on how end users, operators, and non-decision-makers interact with security systems, which can mean misaligned solutions and unrealized technology potential. She says: “Neglecting the human side of security can have significant consequences like poorly understood user needs that lead to inefficiencies and even security gaps. A system that’s too complicated for users to navigate or one that fails to account for different use cases across industry verticals could render even the best technology ineffective, which is why focusing on customer and behavioural research is critical.”
The report suggests that end users overwhelmingly cite partnership, support, and trust as the top factors in purchasing decisions. For the firm, that’s proving that understanding behaviours impacts more than system functionality – it makes business sense.
Palmer calls this understanding a foundational element of operations, and adds it’s often overlooked. She says: “Among the diversity of perspectives present in this year’s report, one truth rings loud and clear: technologies will evolve, but the cornerstone of success will always be the value of relationships. Whether it’s with long-time partners or new voices shaping the future, the relationships we build are the foundation of everything we do.”
You can download the document at https://security.gallagher.com/en-GB/trendsreport.
