Consumers Want to Do It Themselves

• Posted: Saturday, April 12, 2008
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• Author: pradhana
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• Filed under: Miscellaneous

In a recent NCR-BuzzBack Market Research survey, 86% of US and Canadian consumers surveyed said they were more likely to do business with a company that offers self service—whether via the Internet, on a mobile device or at a kiosk or ATM.

In addition, 66% of respondents said having self-service options available creates a more positive perception of the brand.

“These factors–‘likelihood to do business’ and ‘brand perception’–together have important implications for customer loyalty, which certainly deserves to be a key criteria for any organization’s self-service strategy,” said Bill Nuti, CEO of NCR.

Speed, convenience and ease of use were the most frequently-cited benefits of self service over personal assistance, whether in the retail, financial, travel or healthcare industries.

“Businesses that will profit most from deploying self-service solutions are those that go beyond viewing it as simply task automation,” added Mr. Nuti.

“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," Mr. Nuti said. [eMarketer]

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