ORLANDO, Fla. — A growing legion of North American consumers use self-service in their everyday lives, and the latest research from NCR Corp. shows an increasing percentage of individuals actually favor businesses that offer "do-it-myself" options.
The third annual NCR Self-Service Consumer survey, conducted by BuzzBack Market Research, reveals that 86 percent of U.S. and Canadian consumers say they are more likely to do business with a company that offers the flexibility to interact using self-service — whether via the Internet, on a mobile device or at a kiosk or ATM. That's an increase of 11 percent over those who gave the same response in last year's study. Moreover, 56 percent say their likelihood to use self-service has increased over the past year.
"These survey results are symbolic of what lies ahead for self-service," said NCR chairman and chief executive officer Bill Nuti, who announced the survey results at the NCR Self-Service Universe executive conference in Orlando. "The self-service revolution is real: consumers demand it, businesses depend on it."
In addition to being more likely to do business with enterprises offering self-service, 66 percent of the survey respondents say the availability of self-service technologies creates a more positive perception of the deployer's brand.
