Self-Service Kiosk Expansion Expected
USA -- Customers are expected to use more digital
self-service kiosks in the future as doctors, fast-food chains and other
businesses look for ways to improve service and save money.
An recent report by consulting firm Summit Research Associates Inc.,
estimated 800,000 self-serve kiosks, not including ATMs, will be installed
in the USA by the end of 2007 and reach 1.2 million by 2009.
As well as improving the customer experience it is foreseen that significant
cost savings can be achieved. According to Forrester Research, it costs
airlines more than $3 per customer when agents check them in versus as
little as 14 cents each with a kiosk.
The technology has not worked for everyone though. It is reported that Gap
Inc.'s use of consumer kiosks failed because shoppers were being left alone
for too long and many preferred talking with sales people.