Most customers frustrated by self-service technology

Lisle, Ill. --Glory Global Solutions found that the overwhelming majority of U.S. consumers using self-service machines (88%) have felt frustrated by the technology, this according to the company’s latest research study on the use of self-service technology.



The study comes on the heels of similar research conducted by the company in the U.K. in May, which found that a similar proportion of British consumers (93%) have been frustrated by self-service technology.



In the United States, women and men feel equally frustrated by self-service machines; 89% females compared to 88% of men. In comparison, women in the U.K. were more likely to feel frustrated (96%) compared to 89% of men. Younger people – those aged 18-34 – in the U.S. are the most comfortable with self-service technology, with more than half (56%) saying they rarely or never feel frustrated by self-service machines. Older consumers – those aged 55-plus – are most frustrated by the machines and also least likely to use them (33% have never used one).



Despite these frustrations, the majority of people are open to the idea of using self-service machines when they are available, for instance at the grocery store, post office or bank. 73% of U.S. adults use self-service at least some of the time.



“Human interaction remains a crucial element of customer service,” said Joe Gnorski, VP of Marketing and Sales Operations at Glory Global Solutions. “While the majority of U.S. consumers are open to using self-service machines, a third (33%) of consumers have avoided using self-service because they prefer human interaction and customer service. Today’s customers demand higher service levels and deeper interaction, and as a result, self-service machines need to ensure customers are receiving a more personal and relationship-based experience.



There is no gender gap in the U.S. when it comes to women and men using self-service machines, as men and women use them equally, 73% of the time, when available. In the U.K., however, women are more likely to opt for self-service than men, with 82% of women using machine when available compared to 77% of men.