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New report reveals consumer attitudes toward self-service technology

LOUISVILLE, Ky. — The Self-Service and Kiosk Association has published its 2009 Self-Service Consumer Survey, a comprehensive report that reveals what consumers like and dislike about self-service technology — and what they want more of.

The editorial staff of SSKA, along with research firm Second To None, interviewed more than 1,000 consumers to see how they feel about self-service technology and its various applications. The report contains the results of the survey, along with more than 45 charts and graphs, as well as expert commentary from various industry voices.

“The findings reflect larger trends we’ve observed over 10 years, with a few interesting developments,” writes editor James Bickers in the report’s introduction. “For instance, the generalization that older people are resistant to new technologies is eroding — pivotal knowledge for you, if you want to continue to delight those audiences.”

Other findings in the data-rich publication include:

  • When asked “When being served as a customer, which of the following is most important to you,” 40 percent of respondents chose “quality of service” as their No. 1 concern.
  • Respondents’ top three reasons for using self-service technology were: “Self-service is faster,” “Self-service is more convenient” and “I like self-service technology.”

The report also includes commentary from experts in self-service from various vertical markets: healthcare, travel, financial, hospitality, retail and the public sector. Experts include Bill Nuti of NCR, Norma Wolcott from IBM, Colleen Arnold of Air Canada, Bart Foster with SoloHealth and others.

For more information and to purchase the report, visit

About The Self-Service & Kiosk Association

The Self-Service & Kiosk Association (SSKA) is the only professional membership association serving the needs and promoting the interests of companies engaged in the self-service and kiosk industry. With members worldwide, SSKA is in a unique position to provide a collective voice for the industry, encourage effective and ethical business practices, and promote the growth and health of our industries throughout the world. For more information,

About Second To None

Second To None, Inc. is a multi-disciplinary customer experience  and customer satisfaction measurement firm specializing in mystery shopping, competitive analysis and merchandising and brand audits. We assist Fortune 1000 brands in measuring, understanding and optimizing their brand performance across all points of customer interaction by providing actionable forward-looking information about the customer experience. For more information,