Consumers Want Self-Service for the Holidays: Survey

ATLANTA — In a telephone survey of 1,020 U.S. adults, 64% believe the holiday shopping experience would be faster and less frustrating if more retail stores offered self-service to shorten wait times, survey sponsor NCR here announced yesterday. When asked to identify the self-service options that could help alleviate holiday shopping frustrations, product locator kiosks topped the list at 68%. Not far behind was self-service return of gifts or purchases (66%), followed by self-service gift card kiosks (63%), Internet purchasing (59%) and self-service checkout (57%). “We’re witnessing a transition in how consumers want to be served, and it involves gaining more personal control of the shopping experience,” said Mike Webster, vice president and general manager, NCR Self-Service Solutions, in a statement.

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