87% of Australians maintain brand loyalty
This is when they are given personalised service while research shows 69% would switch retailers for a better deal.
New research from NCR has revealed desire for personalised interactions and self-service, like self-checkouts, is mitigating Australia’s inherent desire for a bargain.
Brands across Australia are beginning to achieve that tailored effect through the use of self-service technologies like the express ordering kiosks used in some fast food restaurants.
NCR experts report that Australians have accepted self-service checkouts at up to double the rate of European and US shoppers. In the future they will have the ability to customise the self-checkouts’ on-screen graphics, voice and volume and opt for digital receipts sent by email or to their mobile phone.
The advantages of self-service in the QSR industry lie in its ability to drive customer satisfaction, reduce queues and improve revenues by allowing customers to order and pay for food without staff assistance. In fact, studies have shown people using kiosks consistently order more menu items.
Meanwhile, kiosks can drive operational efficiencies by optimising the workforce and reducing food waste. The customer sees shorter lines and faster service, while breaking down language barriers, allowing customers to complete orders in their language of choice.
“Last year we saw that Australians were looking not only for flexibility on price, but in the way they paid for their products. This year, the emphasis on cost and self-service convenience remains, but consumers also expect companies to have an understanding of their individual tastes across all channels,” said Ross Checkley, managing director for NCR Corporation in the South Pacific.
