According to recent market research, customers are satisfied with self-service
technologies when they:
- Are better than other service alternatives by virtue of saving time, saving
money, providing more customer control or avoiding service employees. (68%)
- Do their jobs and perform as intended. (21%)
- Solve an intensified need. (11%)
Customers become dissatisfied when:
- Technology fails. (43%)
- Applications have poor design. (36%)
- Service process fails. (17%)
- The customer makes a mistake. (4%)
Poor user interface design can be the root cause of customer perception
of these apparently different problems.