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McDonald’s and Burger King are coming up with self-service kiosks across the U.S. Shake Shack already has them in nearly all of its stores, and Taco Bell has gone all-in with kiosks everywhere. Even Panera Bread has fully embraced them as part of their digital-first game plan.
Clearly, self-service kiosks are no mere trend but a necessity for restaurants aiming to stay competitive.
Are kiosks worth the hype? This blog breaks that down for you: the real benefits of kiosks in restaurants, the possible challenges (yes, there are a few but nothing you can’t handle). And there’s a bonus: a self-service kiosk implementation checklist!
Let’s dig in.
Self-service kiosks are a digital ordering system, usually a touchscreen setup, that allows customers to place and customize their orders without speaking to a staff member.
Customers enjoy not waiting in line and face no risk of misheard orders. Your diners get a clear, visual interface that walks them through the ordering process.
Self-ordering kiosks are now common in:
Kiosks vary widely in design. Common types include:
Some setups even include QR code ordering. The customer simply scans, places the order using their mobile, and pays without downloading an app.
Over 80% of Americans prefer using self-service kiosks. Moreover, 66% would choose a kiosk over a manned checkout. Customers love it, and thus, the restaurants love it.
But is this the only reason why restaurants, big chains and small joints, are going for the self-serve approach? Let's find out:
No one enjoys waiting in line, especially when they’re hangry. In fact, 14% of Americans said that they would wait for a self-service kiosk even if there were no queue at staffed checkouts, with manual checkouts being time-consuming as a major reason.
A self ordering kiosk for restaurants speeds up the entire ordering process. Multiple people can place orders at once, without needing a human cashier for each one. That means:
According to the National Restaurant Association’s 2024 State of the Restaurant Industry report, 45% of restaurant operators need more employees to meet customer demand.
Fulfilling this demand leads to high labor costs. Plus, employee hiring and employee retention are tough and expensive. Self-service kiosks won’t replace your team, but they can decrease the pressure on your existing front-of-house staff. You’ll need fewer people manning the register. Consequently, you can reallocate resources to food prep, cleaning, or customer service.
The result? Lower operational costs and a team that’s less stressed and burdened during rush hours.
Anything that's digital and machine-oriented, we tend to be less thoughtful and mindful. We tend to indulge more. We tend to spend more.
– Dipayan Biswas, Professor of Marketing, University of South Florida
Unlike human staff who might forget to suggest fries with that burger, kiosks are experts at upselling, every single time. They can automatically suggest add-ons, upgrades, combo deals, or popular items based on the customer’s selections.
In fact, customers spend from 15% to 42% more when ordering using a kiosk. The numbers are even higher for independent restaurants. This small nudge at the checkout adds up to bigger average order values.
Suppose a customer asks for a gluten-free Margherita pizza. But your staff mishears it and brings a regular crust instead. Now, your customer is frustrated and potentially sick. On top of that, your team has to remake the order, wasting time, ingredients, and money.
Self-service kiosks decrease human error, as customers enter their preferences directly. No misheard orders. Just clean, accurate inputs that go straight to the kitchen.
Some people want to ask a dozen questions before ordering. Others want to swipe, tap, pay, and go. Self-service kiosks cater to both types. Customers can browse at their own pace and customize their meals exactly how they like. No awkward pressure of ordering in a hurry.
Self-service kiosks collect data. Lots of it. You’ll get insights on:
This kind of info can help you make smarter menu management, staff scheduling, and menu pricing decisions.
Modern kiosks integrate with your existing restaurant POS system, kitchen display systems, and even loyalty program apps. That means:
It’s all synced. No extra effort from your staff or your customers.
Kiosks can indeed work wonders, but implementing them might come with a few bumps. Having said that, none of these challenges are deal-breakers. Every problem has a pretty simple solution.
Kiosks can feel expensive upfront, between hardware, software, and setup.
The fix:
Like all technology, kiosks may occasionally experience technical glitches.
The fix:
Some customers and staff may initially resist adopting new technology, particularly during peak times.
The fix:
Thinking of moving ahead with kiosks? Here’s an essential checklist to help you plan a successful rollout:
This checklist can be your cheat sheet as you move from “maybe” to “let’s do this.”
To really understand the impact of kiosks, let’s compare the traditional manual ordering experience with what kiosks bring to the table.
Here’s a quick side-by-side:
Self-serve kiosks have gone beyond giant chains. More and more independent restaurants, fast casual spots, and even cafes are opting for them.
The benefits:
The challenges (But all fixable!):
If you’re considering self-serve kiosks, OneHubPOS offers an all-in-one solution, hardware, software, and support, all designed exclusively for your restaurant.
See the difference OneHubPOS can make in your restaurant. Book a demo today and step into smarter service.
Self-service kiosks reduce wait times by letting customers place orders and make payments without staff assistance. They speed up the process as they distribute customer flow more efficiently across available service points.
Justina John, Marketing Associate with expertise in Digital Marketing, Content Creation, and Social Media Strategy. Skilled in enhancing brand visibility, driving customer engagement, and executing impactful marketing campaigns to support business growth.
