Consumers in Europe demand more self-service

The pressure is mounting on organizations to finally develop a multichannel strategy that leverages self-service at the point-of-service, online and mobile channels.

The 2008 NCR Self-Service Consumer
survey, conducted by BuzzBack Market Research, reveals that 67
percent, or nearly seven out of 10, of consumers across France,
Germany Italy, Spain and the United Kingdom are more likely to do
business with companies that offer the flexibility to interact using
self-service, whether the channel be mobile, the Internet, or through
an ATM or kiosk.

Additionally, 56 percent said their
likelihood to use self-service has increased over the past year. Bill
Nuti, NCR's chairman and chief executive, delivered the results
during the company's Self-Service Universe conference in Budapest.

The survey also shows that Europeans
value the ability to use a combination of self-service channels—
their PDAs or cell phones, the Internet and touchpoints like 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 industry. Findings are similar
for consumer transactions in the travel (97 percent), banking (96
percent) and healthcare (95 percent) industries.