April 04, 2008
Study Finds North American Consumers Want More Self-Service Options
By Stefania Viscusi, Assignment Desk Editor
Self-service options are growing in popularity amongst American consumers, the latest research from NCR Corporation has found.
Consumers are not only showing favoritism to businesses who offer "do-it-myself" options by choosing to do business with them, but are also strengthening their brand loyalty as a result.
"These survey results are symbolic of what lies ahead for self-service," said NCR Chairman and Chief Executive Officer Bill Nuti. "The self-service revolution is real: consumers demand it, businesses depend on it. Whether we are banking, shopping, traveling or interacting with a healthcare provider, more of us look for, and expect, self-service as an 'essential convenience' that improves our overall experience. Businesses and governments have only one choice, and that's to offer more self-service alternatives - and to offer them across a spectrum of channels, including online, mobile and point of service."
The NCR Self-Service Consumer survey found that 86 percent of U.S. and Canadian consumers are more likely to do business with a company that offers the ability to interact using self-service via the Internet, on a mobile device or at a kiosk or automatic teller machine (ATM
). This is an 11 percent increase since their same study conducted last year. Also, 56 percent of respondents said they have become more likely in the last year to use self-service. And 66 percent said they have a better brand perception of the businesses who offer self-service technologies.
Top reasons consumers are turning to self-service in the financial, retail, travel and healthcare industries over personal assistance include speed, convenience and ease of use. This, consumers also said, is heightened further by privacy and greater control.
Consumers are not only showing favoritism to businesses who offer "do-it-myself" options by choosing to do business with them, but are also strengthening their brand loyalty as a result.
"These survey results are symbolic of what lies ahead for self-service," said NCR Chairman and Chief Executive Officer Bill Nuti. "The self-service revolution is real: consumers demand it, businesses depend on it. Whether we are banking, shopping, traveling or interacting with a healthcare provider, more of us look for, and expect, self-service as an 'essential convenience' that improves our overall experience. Businesses and governments have only one choice, and that's to offer more self-service alternatives - and to offer them across a spectrum of channels, including online, mobile and point of service."
The NCR Self-Service Consumer survey found that 86 percent of U.S. and Canadian consumers are more likely to do business with a company that offers the ability to interact using self-service via the Internet, on a mobile device or at a kiosk or automatic teller machine (ATM
). This is an 11 percent increase since their same study conducted last year. Also, 56 percent of respondents said they have become more likely in the last year to use self-service. And 66 percent said they have a better brand perception of the businesses who offer self-service technologies.Top reasons consumers are turning to self-service in the financial, retail, travel and healthcare industries over personal assistance include speed, convenience and ease of use. This, consumers also said, is heightened further by privacy and greater control.
Further commenting on the study's findings Nuti advised, "Businesses that will profit most from deploying self-service solutions are those that go beyond viewing it as simply task automation. The real payoff begins when enterprises use self-service to re-engineer their business processes and customer service delivery and, ultimately, to transform their business models."
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
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Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP
Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Level the Playing Field With Business VoIP, brought to you by Speakeasy (News - Alert). 
