Consumers Prefer Self-Service Options, Says Survey

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 new study conducted by BuzzBack Market Research for NCR.

DAYTON, Ohio — 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 new study conducted by BuzzBack Market Research for NCR here. More than three out of four (77%) 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% value combining mobile devices — such as mobile phones and PDAs — with the Internet and self-service kiosks or ATMs to improve their overall service experience. In regards to retail stores, 89% of consumers said they wanted self-service for printing loyalty points or coupons; 88% for printing food and wine information and recipes; and 84% for picking up, signing-in or checking the status of merchandise ordered online. “People want more control of their interaction with your business,” said NCR President and Chief Executive Officer Bill Nuti, in a statement. “Why wait for assistance with transactions they can more quickly and easily do themselves at guaranteed quality?”

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