5 reasons that customers love self-ordering kiosks

It’s no secret that kiosks have become an essential addition to QSR operations. From cutting labour costs, improving ATV and sky-rocketing efficiency, the advantages for businesses are undeniable. 

Self-order kiosks don’t just benefit restaurants, though. Customers love using them, and understanding exactly why is crucial to staying competitive. 

In our consumer report on kiosks, 64% of customers said they would visit a restaurant more often if kiosks were available. This figure shot up to a staggering 80% for Millennials, and 91% for Gen Z. 

When implemented in the right way, it’s clear that many customers actually prefer using kiosks to ordering in-person. But why? 

Understanding the reasons is crucial to staying competitive, gaining customer loyalty and getting the most out of your kiosk strategy. 

1. Self-ordering kiosks are faster

Quick service restaurants: the clue is in the name. 

In an increasingly fast-paced world, consumers seek speed and convenience in their everyday experiences. 

Kiosks are a low-friction ordering channel that largely eliminate time consuming touch-points, such as the need to queue and the potential human error when ordering with a cashier.

63% of consumers agreed that kiosks encourage faster service than cashiers, and 46% revealed that not having to queue is a benefit of the self-ordering experience.

Speed is particularly of the essence during peak hours, when restaurants see a much heavier footfall. 

On average, consumers are willing to wait a maximum of ten minutes to be served, before giving up and choosing to dine elsewhere. Effective use of kiosks can cut queues by up to 50%, helping you retain the customers at the back of the line.

2. Consumers can order judgement-free

Ordering food in an outlet should be a painless and joyful experience. 

But research suggests that a pain-point for consumers is feeling like they’ll be judged by staff, or other customers, based on what they order. 

51% of consumers agreed that digital ordering via kiosks encourages a judgement-free experience, allowing them to feel more relaxed and empowered to make their choices.

The good news for businesses is that this can improve ATV by up to 35%, through larger order sizes and smart upsells.

With consumers feeling less perceived judgement from others, our research shows that 61% spend more via self-ordering kiosks.

3. Digital ordering is less pressure

Whether from holding up a queue or being forced into an obtrusive upsell, no one likes to feel pressure when ordering food.

Ordering via a kiosk makes 56% of customers feel more relaxed than if they ordered through a cashier. 

Introducing kiosks into your QSR operation offers consumers an option to order at their own pace and take control of their experience, without the pressure of a customer queue or the terror of a social cue. 

63% of consumers said kiosks make it easier to browse the menu, versus a menu board, making choosing items effortless. 

4. It’s easier to customise a meal

Customising a meal is much easier when done digitally. 

In fact, 34% of consumers revealed that a great kiosk experience boils down to easily personalising menu items. 

Since launching self-ordering kiosks, quick service restaurant Tossed now sees 66% of orders include some degree of  personalisation. Owing to its fully customisable menu and fresh-to-order dishes, this leap to digital transformation improved its ability to keep up with demand.

The intuitive interface of a kiosk allows customers to adapt menu items to their personal taste with ease. This removes the pressure of explaining modifications to another person, and avoids the potential human error that comes as a result.