NCR Study Shows Consumers Are Driving Self-Service

On-the-go consumers prefer to handle an increasing number of transactions themselves through self-service devices, and are more likely to do business with companies that make it easier to for them to do so, according to a major new study conducted by BuzzBack Market Research for NCR Corporation

More than three out of four (77 percent) of the 633 U.S. and Canadian consumers polled said they are more likely to do business with organizations that offer self-service, and 92 percent value combining mobile devices - like mobile phones or PDAs - with the Internet and self-service kiosks or ATMs to improve their overall service experience.

“People want more control of their interaction with your business,” said NCR President and Chief Executive Officer Bill Nuti. “Why wait for assistance with transactions they can more quickly and easily do themselves at guaranteed quality? Consumers increasingly expect to be served where and when they choose, and are putting pressure on businesses and government agencies to deliver seamless service through the integration of self-serve devices, including the Internet, mobile devices and multipurpose kiosks.”

The top-three locations where respondents would like to see this type of convenience are in airports (70 percent); malls (65 percent); and grocery stores (55 percent).

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