SURVEY: European consumers demand more self-service options | News

BUDAPEST, Hungary — Increasing numbers of European 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 2008 NCR Self-Service Consumer survey, conducted by BuzzBack Market Research, reveals that 67 percent, or nearly 7 out of 10, consumers across France, Germany, Italy, Spain and the U.K. 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.

Moreover, 56 percent say their likelihood to use self-service has increased over the past year.

"The bottom line is that we are truly at an inflection point," said Bill Nuti, NCR’s chairman and chief executive officer. "Technology innovation, coupled with changes in consumer behavior, is forcing businesses to adapt to a consumer who is changing the way they connect, interact and transact with your business.

"The self-service revolution is real because consumers see how they personally gain from it. Self-service is convenient and efficient, gives them time back and puts them in control — all of which are highly valued. Consumers require anytime, anywhere convenience. They have gotten a taste of what is possible and they want more. In fact, they are demanding it."

In addition to being more likely to do business with enterprises offering self-service, 58 percent of the survey respondents say the availability of self-service technologies creates a more positive perception of the deployer’s brand.

The survey also shows that European consumers clearly value the ability to use a combination of self-service channels — their PDA or cell phone, the Internet and touch points such as ATMs or kiosks — to improve their overall experience. Ninety-eight percent would use a combination of such self-service channels to handle a transaction or service in the retail or hotel industries. The findings are similar for consumer transactions in the travel (97 percent), banking (96 percent) and healthcare (95 percent) industries.