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Survey finds easy-to-use web kiosks enhance customer service

Atlanta – According to a survey conducted for Dayton, Ohio-based NCR Corp., most Americans who have used a self-service kiosk – and even many who haven't – believe kiosks will enhance customer service.

The survey, conducted by locally based Opinion Research Corp. International, sampled 1,020 adults, consisting of 500 men and 520 women, 18 years of age or older, living in private households in the United States from June 8-11, 2001.

Those who have used kiosks overwhelmingly found them easy to use. Ranked on a one-to-five scale ranging from very complicated (1) to very simple (5), 68 percent of users find them either very simple (44%) or simple (24%) to use. Only 3% say they are very complicated.

The survey also found that people associate kiosks with higher levels of service. Among those who have used them, 57% said they improve service, and 36% of those who have not used them agreed.

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