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NCR research: Consumers increasingly prefer multichannel self-service
July 14, 2009
DULUTH, Ga. — NCR Corp. today announced the results of a global survey commissioned from BuzzBack Market Research regarding consumer preferences for multichannel self-service offerings.
According to a news release, the survey's results show that 85 percent of global consumers, and 79 percent of Americans, are more likely to do business with companies that provide multichannel self-service via a mobile device or at self-service kiosks. The survey's results suggest consumers prefer the flexibility of self-service as they change their purchase decisions and behavior in the midst of a challenging economy.
Survey respondents were asked to reveal their thoughts and preferences regarding self-service options in a variety of verticals:
• 49% would welcome a self-service kiosk in stores to locate products. • 43% would enjoy large-screen displays that provide product information or alert them to discount offerings. • 76% were likely to choose a travel company that provides the flexibility to interact easily via multiple channels through online, mobile and kiosk solutions over one that doesn't. • 44% like the convenience and flexibility of a kiosk for self check-in and printing of their boarding pass. • 39% also welcome the convenience of a kiosk for checking in and out of their hotel room. Among American respondents:
• 40% said self-service creates a more positive view of a company's brand. • 43% said their likelihood to use self-service has increased over the past year. • 70% were more likely to choose a healthcare provider that reduced frustration by providing the flexibility to interact easily via online, mobile and kiosk. • 61% would also choose a provider who offered appointment scheduling and prescription refills. • 54% would welcome the flexibility to book appointment on the Internet and obtain test results or follow-ups securely on the internet. • 43% want to mange their personal information online.
"Our research shows consumers are seeking out those companies that can offer both value and service by adapting quickly to their changing needs in these uncertain times," said John Bruno, NCR's executive vice president of industry services. "Multichannel self-service is a smart capital investment. It provides the choice that consumers are demanding while being cost-effective to companies …. As consumers experience these benefits of self-service across multiple industries, they will come to expect the same levels of interaction in more aspects of their lives. "
Patient Check-inAsia & Pacific RimLatin AmericaMiddle East & AfricaAirport KiosksFuture TrendsHealth CareNorth AmericaEuropeCustomer ExperienceRetailTransportationNCR Corporation
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