News

Study: Self-service trumps human interactions

March 6, 2012

Most Australians would rather not deal with human employees when making transactions and customer service interactions with businesses, according to research by Nuance Communications.

About 76 percent of Aussies think self-service is more convenient than interacting with human customer service representatives, and 63 percent said they would choose self-service given the opportunity, according to a survey by Galaxy Research. The study, conducted in September 2011, polled, 1,052 respondents.

Other key findings included:

• 88 percent of Gen Ys find self service useful, compared to 73 percent of baby boomers,
• 77 percent find it frustrating to repeatedly verify their identity during a customer service call, and
• 60 percent see benefits in being able to communicate with companies via mobile.

Read more about trends and statistics.