New InfiSights analysis of 70 camera models and over 2,500 verified customer reviews finds Indian shoppers love the hardware, but are frustrated by how it arrives and what happens when something goes wrong NEW DELHI, August 27: Techarc, an independent technology market research and analytics firm, today published new research on India’s fast-growing home security […]
New InfiSights analysis of 70 camera models and over 2,500 verified customer reviews finds Indian shoppers love the hardware, but are frustrated by how it arrives and what happens when something goes wrong
NEW DELHI, August 27: Techarc, an independent technology market research and analytics firm, today published new research on India’s fast-growing home security camera market, and the findings point to a surprising culprit behind buyer frustration: not the cameras, but the experience of buying and owning them.
The study, part of Techarc’s InfiSights analytics series, examined 70 IP camera models from 21 brands sold on Amazon and Flipkart, alongside more than 2,500 verified customer reviews collected over the past year. Techarc found that shoppers are, on the whole, happy with the cameras themselves, praising picture quality, build quality, and value for money. What they are far less happy about is what happens around the purchase: units arriving damaged, and slow or unhelpful responses from customer support when they do.
According to the analysis, complaints about damaged or faulty deliveries and poor customer service were among the most common and most negative themes in reviews across the entire category, far outweighing complaints about the cameras’ actual performance. By contrast, reviews that talked about picture quality, hardware durability, and overall value for money were overwhelmingly positive.
“The cameras are not the problem, the box they arrive in, and what happens after, is. This is a fixable, operational gap, and the brand that closes it first has a real opening to win trust at scale.”
— Faisal Kawoosa, Chief Analyst and Co-founder, Techarc
The research also found that app connectivity, pairing a camera to a phone and keeping it reliably connected over Wi-Fi, is the single most-discussed feature in reviews, and one that continues to frustrate buyers across nearly every brand and price point. On the other hand, buyers said they were satisfied once a camera’s night vision, motion alerts, and two-way audio features were up and running.
Techarc also observed a notable gap between shopping platforms: reviews collected from Amazon skewed considerably more negative than those from Flipkart for the same category of products, a pattern consistent with the delivery and service issues identified in the study, suggesting the difference lies in fulfillment, not the products being sold.
On pricing, the study found that cameras in the ₹5,000–₹8,000 range earned the highest customer satisfaction of any price band, even though they make up only a small share of the models available, pointing to real, currently under-served demand for a step up from the crowded budget and mid-range segments where most cameras are sold today.
“India’s camera makers have largely solved the hardware problem,” the report concludes. “The next phase of growth in this category will be won or lost on packaging, delivery, service, and the app experience, not on megapixels.”
About Techarc
Techarc is an independent technology market research, analytics, and consulting firm based in India, covering consumer devices, telecom, auto-tech, and the e-commerce/D2C ecosystem across three pillars, Analytics, Research, and Consulting. InfiSights is Techarc’s flagship analytics product, delivering data-led insight on consumer technology categories in India.
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