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NCR survey shows consumers don't like it when self-service is unavailable
April 9, 2008
CHARLOTTE, N.C. — While technology has made our lives easier in so many ways, the sudden lack of expected conveniences can likewise send consumers' frustration levels reeling, according to a poll conducted for NCR Corp. by Harris Interactive.
The recent survey explored U.S. consumers' "Taste for Tech" or just how much or when technology provides a positive interaction. The findings revealed a perceived need for certain essential "do it myself" opportunities, along with apparent frustration when some of those same technologies were not readily available.
Forty percent of those polled said that banking via the ATM is a "most essential" self-service transaction among the four listed in the survey, while 7 percent express frustration with ATM banking. Perhaps related, 19 percent of those polled indicated that over the course of the last year, when attempting to use an ATM, they found it to be out of service either "often" or "sometimes." While 81 percent said they "never" or "rarely" found an out-of-service ATM, financial institutions consider the ATM to be a mission-critical device with an industry uptime requirement of more than 99 percent.
The survey's findings also support the premise that self-service is part of a kaleidoscope of options today's consumers demand, without eliminating the need for in-person or assisted service.
When a consumer preference for self-service was indicated, respondents were asked in what daily interaction they would prefer using self-service over personal assistance. Forty-eight percent indicated a preference for ATM banking verses a teller. A separate question explored the reasons behind this preference, with 67 percent citing the ATM's 24-hour availability, 54 percent noting the speed of the transaction and 44 percent specifying the convenient location. Anonymity (10 percent) and security (five percent) rounded out the responses.
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