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Consumers are more likely to do business with companies that offer self-service - particularly if a combination of self-service technologies are offered, according to a new study commissioned by in-store technology provider NCR.
According to "The Self-Service Revolution is Real," a study based on an online survey conducted by BuzzBack Market Research for NCR, 86 percent of U.S. and Canadian consumers are more likely to do business with companies that offer self-service - whether via the Internet, on a mobile device, at a kiosk or via an ATM. This represented an increase of 12 percent over last year's study, said NCR, which is based in Duluth, Ga.
Fifty six percent of respondents said their likelihood to use self-service has increased over the past year, and 66 percent said the availability of self-service technologies creates a more positive perception of the business deploying it.
Consumers are particularly interested in the ability to use a combination of self-service media. According to the study, 97 percent surveyed said they would use a combination of self-service channels - such as the Internet, PDA or cell phone, kiosk, or ATM -- to perform a transaction at retail.