Technology is the most common factor that has helped restaurants stay afloat during and after the pandemic. With that being said, self-service kiosks had a considerable contribution to keeping the food service industry alive.
Many restaurants, big or small, full-service and quick-service, all had one similarity; they utilized self-service kiosks.
Self-service kiosks allow customers to type in their food/drink order on an interactive screen. The entire order process, including payment, is completed in a matter of minutes, all from the guest's fingertips.
The market for self-service kiosks continues to grow well into 2022 and beyond. Self-service kiosks are expected to rise at a compound rate of 6.4% from 2021 to 2026 simply because of their convenience and cost savings for restaurant owners.
Kiosks are used in many food service establishments, from small businesses to quick service and full service restaurants.
For many small business restaurants, staff members often wear many hats during one shift and work a variety of roles. From taking orders to running food or seating guests, staff efficiency is key when all hands are on deck.
This is where self-service kiosks come in. Kiosks minimize the amount of staff needed to fulfill orders and empower customers to order themselves. Self-service kiosks also may enhance your restaurant’s small business concept if you promote grab n’ go food and drinks.
In quick-service restaurants, kiosks are often located where the traditional order lane would be. QSR kiosks allow customers to take their time ordering without the pressure of a human waiting for them. This eases the anxiety customers face when they arrive at the front of the line, only to question whether or not they wanted a hamburger or a chicken sandwich.
The sense of control and optionality that self-service kiosks give to a customer converts into real revenue. In fact, the average check is up to 30% more on orders when using kiosks than those placed at traditional checkouts.
At full-service establishments, the kiosks are in tablet form and located on the tables, enabling customers to order and pay as they please. There is no waiting on the server when the table is ready to order; customers immediately put their food in and receive it in a streamlined manner.
Streamlined ordering expedites the food preparation process, so diners get their food faster. This makes for an enhanced dining experience, yielding loyal and repeat customers.
5 Benefits Of Self-Service Kiosks
As you can see, self-service kiosks can be used in several different food service establishments. Though they may be chosen for one specific objective, they all reap the benefits self-service kiosks offer.
Below we will look at the five most outstanding benefits of self-service kiosks.
1. Reduced Wait Times
One of the biggest deciding factors if customers should stay or leave a restaurant is the wait time. It’s clear that the shorter the wait, the more likely a customer will choose that establishment over others. Self-service kiosks accelerate the ordering process, resulting in reduced wait times.
According to a recent study on checkout lines, 69% of customers said long lines were the most irritating part of shopping.
Reduced wait times means more guests are able to be served, resulting in more revenue.
2. Convenient Contactless Experience
The concept of a contactless dining experience brought a bit of uncertainty to the world when it first went into effect. Now it is increasingly demanded by customers due to its convenience and safety. Self-service kiosks give customers the ability to order and pay themselves.
Kiosks can accept a variety of payments, and customers gain peace of mind because their credit or debit card never leaves their possession. Self-service kiosks can accommodate tasks such as splitting the bill. Nearly 75% of customers rated the ability to split the bill as their most desired self-payment feature.
Featuring a device that allows for self-payment options like kiosks offers an abundance of convenience and comfortability for customers. Guests are able to checkout when they are ready without feeling pressure from the server, evoking a higher tip percentage.
About 61% of consumers say they now prefer to make purchases from businesses that accept contactless payments.
3. Increased Order Accuracy
Self-service kiosks guarantee order accuracy. Human error from employees is a big factor in inaccurate orders being sent to the kitchen. With kiosks, the customer simply puts in their order themselves, leaving any changes made ultimately up to them.
If the customer has a personalized order with several add ons or removing items, they can type it in themselves, rather than the back and forth telling the worker and possibly ending up misunderstood.
Approximately 47% of diners say they would use self-service technology, such as a QSR kiosk, to customize their orders.
Orders get sent back and received quicker when the customer inputs their food/drink items. With customers being served faster it is possible to accept more orders, increasing a restaurant’s daily revenue.
4. Effective Upselling Techniques
Restaurant operators are finding an increase in revenue due to the fact that kiosks automatically upsell - counter people do not.
Self-service kiosks encourage people to spend more, 20% on average. The most popular items are initially shown on the screen to entice customers from the start.
The system has the functionality to suggest additional items to customers like extra-topping or a side-on dish. When upselling is done in person, most times, guests don’t like it. But when guests see suggestions as information, they are more likely to order.
Self-ordering kiosks are known to generate orders up to 30% higher in value than orders placed in person.
5. Preferred Ordering & Paying Method
Majority of customers favor self-service kiosks because of their operational value. Another factor is the personalization kiosks bring.
When first approached, kiosks tend to have a welcoming screen and photos of all their food and drink items. Showing photos of the exact meals makes an easier and faster ordering process for customers.
Kiosks positively impact customer mood and touch screens create “experiential and effective feelings” in customers.
Some may like to beg to differ, but eliminating the human factor from the equation is an advantage. These machines do not get tired or sick, functioning at their optimum even during the busiest times. Customers want an enjoyable experience when dining and if your staff is tired or is having a bad day, that could affect sales and potential customers.
In The End...
Whether you are a small business, quick service, or full service restaurant, self-service kiosks are for you. They expedite the ordering and checkout process, ultimately increasing your revenue and bringing in a loyal customer base.
It’s clear that self-service kiosks are here to stay, so get kiosks that are built for your restaurant's needs. Mad Mobile restaurant kiosks directly integrate with your POS system to send guests’ orders straight to the kitchen.
As the growth of self-ordering technology continues, what kind of solutions are you using to get customers in your seats this year?