STUDY: Consumers prefer self-service

STUDY: Consumers prefer self-service
Tags: Bank / Credit Union, Bank Automation, Consulting, Kiosks/Self-Service, Manufacturers, NCR Financial Solutions, North America, Other, Public Companies, Trends / Statistics
June 25, 2007

WASHINGTON - On-the-go consumers prefer to handle an increasing number of transactions themselves through self-service devices, according to a new study conducted by BuzzBack Market Research and commissioned by NCR Corp.

More than three out of four 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 said they value combining mobile devices such as mobile phones or PDAs with the Internet, kiosks and ATMs to improve their overall service experience.

"People want more control of their interaction with your business," said NCR president and chief executive 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." (Read also, NCR summit: necessity, integration and new retail technology.)

Respondents said they would like to see more self-service automation for many types of transactions, including drivers' license renewal and vehicle registration (76 percent); checking the status of items ordered online (71 percent); purchasing transit or airline tickets (62 percent); making photocopies (57 percent); and ordering flowers, books and other items (54 percent). The top-three locations where respondents said they would like to see those types of self-service options are airports (70 percent), malls (65 percent) and grocery stores (55 percent).

Respondents also showed a strong preference for self-service when it comes to printing on-the-go. An overwhelming majority (85 percent to 94 percent) said they would prefer to use self-service to print items such as maps, tickets, schedules, coupons and other items while banking, shopping, traveling, dining or visiting a medical clinic.

The research also examined the extent to which consumers would prefer to wait for personal assistance when banking, shopping, dining, traveling or visiting a physician.

Results showed that while respondents prefer to manage the majority of activities on their own, a significant number still prefer person-to-person interaction for complex transactions, such as obtaining mortgage or investment advice.

"Companies that want to remain competitive in the future will need to understand how to deploy self-service to maximize convenience and provide the flexibility required by consumers," Nuti said.

Industry-specific self-service preferences

Banking

    Transferring funds - 78 percent

    Printing statements, mortgage or loan documents - 77 percent

    Dispensing stamps - 75 percent

Travel

Printing maps or directions - 94 percent

Checking departure or arrival status - 88 percent

Obtaining alerts such as weather delays or flight changes - 88 percent

Dining

Accessing entertainment content - 83 percent

Getting information such as menu, prices, directions and reviews - 78 percent

Receiving promotions and tendering coupons - 72 percent

Healthcare

Printing directions for finding your way around a hospital or clinic - 85 percent

Paying for services - 83 percent

Printing personal medical or pharmaceutical information - 77 percent

Retail

Printing loyalty points or coupons - 89 percent

Printing food and wine information and recipes - 88 percent

Picking up, signing-in or checking merchandise online - 84 percent

Lodging

Printing maps, directions, theater tickets or coupons - 91 percent

Accessing information on amenities, prices, location and attractions - 73 percent

Receiving alerts regarding room readiness, upgrades or changes - 68 percent

Most consumers showed a preference for serving themselves across a number of industries. However, results indicate many respondents prefer to obtain personal assistance with more consultative, financial transactions, such as getting investment advice (74 percent), buying insurance (73 percent) and obtaining mortgage advice (69 percent).