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REPORT: Self-service improves customer service, differentiation
August 7, 2007
BOSTON —Research report "Killer Kiosks: Redefining the Customer Experience Through Self-Service," published by Aberdeen Group, reveals that 88 percent of the companies surveyed for the report improved customer satisfaction by using self-service. Another 63 percent also said customer-conversion rates have improved since the adoption of kiosks.
More than 260 of Aberdeen's Best-in-Class companies were surveyed.
According to the report, customer-service interaction and brand differentiation are the top factors driving kiosk adoption. Aberdeen has identified self-pay, self-order and self-help as the three primary kiosk offerings available for improving customer experiences. Specifically, 56 percent of Best-in-Class companies are enhancing self-service customer touchpoints through a collaborative process of store workflow planning and kiosks.
Ultimately, the primary objective for most companies is to improve revenue by exceeding customer expectations. Results show that 47 percent of the companies surveyed have attained a return on investment within 3 years of deployment.
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