The Self-Service Revolution Is Real

New technologies are replacing more traditional channels as consumers demand "anywhere, anytime" convenience - 7 days a week, 24 hours a day. This adoption is accelerating and extends across industries as people use self-service kiosks in airports, hotels, train stations, banking centers and grocery stores. In fact, virtually everywhere.

In order to thrive and survive in this ever changing marketplace, companies need to recognize how swiftly consumers are embracing self-service technologies and be ready to offer a wider range of selfservice alternatives.

To help companies understand the rapid adoption of self-service, NCR's third annual consumer survey looked specifically at North American consumers' perception and usage of self-service technologies across a range of industry sectors. This document highlights the key findings from the survey.

For the 2008 study, NCR commissioned BuzzBack Market Research to conduct an online survey to learn more about consumers' perception and usage of self service across the banking, retail, travel and healthcare industries.

The research looked at consumers' likelihood to do business with companies that offer self-service, the impact providing self-service solutions has on consumers' perception of a company's brand and consumers' use of self-service technologies compared to a year ago.

The research then looked at the reasons why consumers choose self-service over personal assistance in specific industry segments and the impact of privacy and trust on their choice of channel.

The survey concluded by looking at consumers' willingness to use a combination of self-service devices (Internet, PDA or cell phone, kiosk or ATM) to perform a transaction or service in the banking, retail, healthcare, travel and hotel industries.

Results are based on responses from more than 500 consumers across the United States and Canada, who were surveyed in March of 2008. All respondents are at least 18 years of age, and the total sample is representative for age, gender, and household income.