NCR Study Shows Consumers Are Driving Self-Service

    People Prefer Self-Service to Manage a Growing Number of Everyday

    WASHINGTON, June 21 /CNW/ - On-the-go consumers prefer to handle an
increasing number of transactions themselves through self-service devices, and
are more likely to do business with companies that make it easier to for them
to do so, according to a major new study conducted by BuzzBack Market Research
for NCR Corporation (NYSE:  NCR).

    More than three out of four (77 percent) of the 633 U.S. and Canadian
consumers polled said they are more likely to do business with organizations
that offer self-service, and 92 percent value combining mobile devices - like
mobile phones or PDAs - with the Internet and self-service kiosks or ATMs to
improve their overall service experience.

    "People want more control of their interaction with your business," said
NCR President and Chief Executive Officer Bill Nuti. "Why wait for assistance
with transactions they can more quickly and easily do themselves at guaranteed
quality? Consumers increasingly expect to be served where and when they
choose, and are putting pressure on businesses and government agencies to
deliver seamless service through the integration of self-serve devices,
including the Internet, mobile devices and multipurpose kiosks."

    Some of the more frequently cited transactions respondents said they
would like to see automated through multipurpose kiosks include: renewing
drivers' licenses or vehicle registration (76 percent); checking the status of
items ordered online (71 percent); purchasing transit or airline tickets (62
percent); making photo copies (57 percent); and ordering flowers, books and
other items (54 percent). The top-three locations where respondents would like
to see this type of convenience are in airports (70 percent); malls (65
percent); and grocery stores (55 percent).

    Respondents also showed a strong preference for self-service when it
comes to printing on-the-go. An overwhelming majority (85 percent to 94
percent) of respondents indicated they would prefer to use self-service to
print items such as maps, tickets, schedules, coupons and other items while
banking, shopping, travelling, dining or visiting a medical clinic.

    The research also examined the extent to which consumers would prefer to
wait for personal assistance when banking, shopping, dining, travelling or
visiting a physician. Results showed that while respondents prefer to manage
the majority of activities on their own, a significant number still prefer
person-to-person interaction for complex transactions such as obtaining
mortgage or investment advice.

    "Proper deployment of self-service will allow business to focus personal
assistance where consumers find it most valuable," said Nuti. "Companies that
want to remain competitive in the future will need to understand how to deploy
self-service to maximize convenience and provide the flexibility required by

    Industry-specific consumer preferences for self-service:


    --  transferring funds - 78 percent

    --  printing statements, mortgage or loan documents - 77 percent

    --  dispensing stamps - 75 percent


    --  printing maps or directions - 94 percent

    --  checking departure or arrival status - 88 percent

    --  obtaining alerts such as weather delays or flight changes - 88


    --  accessing entertainment content - 83 percent

    --  getting information such as menu, prices, directions and reviews - 78

    --  receiving promotions and tendering coupons - 72 percent

    Health care:

    --  printing directions for finding your way around a hospital or clinic
- 85 percent

    --  paying for services - 83 percent

    --  printing personal medical or pharmaceutical information - 77 percent


    --  printing loyalty points or coupons - 89 percent

    --  printing food and wine information and recipes - 88 percent

    --  picking up, signing-in or checking the status of merchandise ordered
online - 84 percent


    --  printing maps, directions, theater tickets or coupons - 91 percent

    --  accessing information on amenities, prices, location and attractions
- 73 percent

    --  receiving alerts regarding room readiness, upgrades or changes - 68

    Most consumers showed a preference for serving themselves across a number
of industries. However, results indicate many respondents prefer to obtain
personal assistance with more consultative, financial transactions. For
example, 74 percent said they would prefer to speak with someone to obtain
investment advice, 73 percent would prefer this option for purchasing
insurance, and 69 percent would like assistance obtaining mortgage advice.

    Background on survey methodology

    A total of 633 U.S. and Canadian respondents, at least 18 years old,
participated in this study. The total sample is representative for age,
gender, household income and region.

    About NCR Corporation

    NCR Corporation (NYSE:  NCR) is a leading global technology company helping
businesses build stronger relationships with their customers. NCR's
Teradata(R) data warehouses, ATMs, retail systems, self-service solutions and
IT services provide Relationship Technology(TM) that maximizes the value of
customer interactions and helps organizations create a stronger competitive
position. Based in Dayton, Ohio, NCR ( employs approximately
29,500 people worldwide.

    NCR and Teradata are trademarks or registered trademarks of NCR
Corporation in the United States and other countries.

For further information:

For further information: NCR Corporation Caroline Rose, 770-623-7608

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