Proof Point
Two-thirds of U.S. consumers express positive attitude towards using self-service options to resolve issues and concerns in 2016, up from 57% in 2015
Percentage of U.S. Consumers Feeling Positive About Customer Self-Service
2015 and 2016 (percentage of respondents)
| Note: | Data based on Aspect's consumer experience survey of 1,000 U.S. respondents, aged 18-65, with a 3.1 margin of error |
Proof Point Findings
- Customer Self-Service – Digital technologies that enable users to gain information and perform tasks without speaking to live customer service representative, such as chatbots, online self-service kiosks, and virtual assistants
- Growing Preference for Self-Service Channels – 65% of respondents express positive attitude toward using self-service options in resolving issues rather than talking to customer service agent in 2016, up from 57% in 2015 Q4
- Attitudinal Differences Between Generations – Millennials have highest positive attitude towards customer self-service in 2016 at 70%, up from 63% in 2015, while Gen X and Baby Boomers follow closely at 61% and 60%, respectively
- Key Factors – Include significant improvements in accuracy and quality of interaction with virtual assistants, such as Siri and Amazon Echo, proliferation of chatbots in messaging apps, and increasing consumer preference to complete transactions using self-service options over traditional channels
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Accelerator |
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Market Disruption |
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Sector |
Cross-sector
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Source |
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Date Last Updated |
May 25, 2017
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