Global survey reveals Canadians enjoy the flexibility, choice, and time saving offered from self-service

Around the world consumers seek out the speed and convenience of self-service when shopping, banking, travelling or visiting their doctor

MISSISSAUGA – Sixty-three percent of Canadian respondents are more likely to do business with companies and healthcare providers that provide multichannel self-service whether it’s online, via a mobile device or at self-service kiosks, according to the latest global survey of consumer attitudes in 16 countries commissioned by NCR Corporation from BuzzBack Market Research.

During the global economic downturn, multichannel self-service appears to have emerged as a welcome option to provide consumers around the world with greater value and improved speed, with 85 percent of global respondents and 74 percent of Canadian respondents saying they are much more, or somewhat more likely, to choose a company that allows them to use multichannel self-service, where, when and how you want?

“Canadian consumers continue to be cautious with their money as we slowly recover from the economic turmoil of the past year, but their service expectations don’t appear to have changed. Our research shows that consumers clearly like the option of self-service and are looking for more of it in the areas they’ve become accustomed to like shopping, banking and travel. Canadian respondents said they’d like to see self-service introduced into other areas of their life like managing healthcare. Canadian respondents are particularly frustrated by standing in line at the doctor’s office and hospital,” said Luc Villeneuve, president, NCR Canada. See NCR MediKiosk for hospital self check-in pictured at left.

“Smart service providers view self-service as an essential capital expenditure that will provide the agility to adjust to economic and seasonal cycles and the changing needs of their customers. It’s the competitive advantage that will drive operational efficiencies and enhance the customer experience by giving consumers what they want — choice and more personal service from staff. For example, retailers who are using self-checkouts are able to free up staff to provide more personal service and deliver better value to customers. This improves service and revenue, delivers greater efficiencies, and opens up more channels to interact and connect with the customer.”

Key Findings

When managing their health, Canadians want better service and would welcome the flexibility of multichannel service when dealing with their healthcare providers.

* 73 percent of Canadian respondents find it frustrating waiting at their doctor’s office or the hospital.
* 50 percent would prefer not to have to deal with billing staff.
* 52 percent said they were more likely to choose a health care provider that reduced frustration by providing the flexibility to interact easily via online, mobile and kiosk.
* 52 percent would also choose a provider who offered self-service solutions for appointment scheduling and 51 percent would like the same option for prescription refills.
* 44 percent would welcome the flexibility to book appointment on the internet, and obtain test results or follow-ups securely on the internet.

When travelling, Canadian respondents are seeking value and convenience at an affordable price.

* 56 percent of Canadians said they’re adapting to the economic downturn by turning to low cost flight, car rental and hotel options.
* 64 percent surveyed said they were likely to choose a travel company that provides the flexibility to interact easily via multichannels through online, mobile and kiosk solutions over one that doesn’t.
* 40 percent said they like the convenience and flexibility of a kiosk for self check in and printing of their boarding pass.
* 27 percent also welcome the convenience of a kiosk for checking in and out of their hotel room.

Those surveyed said they have made changes in their life during the challenging times to manage their cash flow more effectively.

* 36 percent of Canadians said they’re opting to use cash over other payment options.
* 31 percent are using ATMs more frequently for smaller withdrawals.
* 43 percent are paying bills just before the due date.
* 34 percent are paying their bills online, via their mobile phone or at an ATM/kiosk.

When seeking financial advice Canadian respondents expressed the following challenges:

* 29 percent find it difficult setting up a convenient time to meet with an advisor.
* 59 percent would find it useful to overcome the difficulty of getting financial advice by booking appointments with advisors online, through a mobile device or branch kiosk.
* 29 percent of Canadians surveyed would like shorter lines and faster service at the teller line.

Respondents are also changing their shopping patterns and switching loyalties as they seek out deals to stretch their dollar.

* 65 percent of Canadian respondents said they are hunting down the best sale.
* 32 percent are looking for value through online discount coupons, and via reviews and price comparisons from retailers.
* 48 percent are switching between retailers or ‘shop hopping’ to get better value.

Canadian shoppers stood out from their global peers by their greater expectations of advice and service in-store.

* 78 percent said they are looking for retail staff to personally help track down what they want.
* 74 percent want staff to facilitate a quick check out.
* 39 percent said they would welcome a self-service kiosk in stores to locate products.
* 36 percent said they would enjoy large screen displays to provide product information or alert them to discount offerings.

NCR commissioned BuzzBack Market Research to conduct NCR’s 2009 Self-Service consumer survey with 8,400 people across 16 countries in North America, Latin American, Europe, Middle East and Africa and Asia. This survey covered over 500 Canadian respondents. BuzzBack LLC is a leading international market research firm headquartered in New York City.