Technology
5 signs your restaurants should add kiosks
Is your restaurant ready for kiosks? Let's explore key signs your business could benefit from self-service ordering, from long wait times and accuracy issues to maximizing upselling and catering to a tech-savvy clientele.
February 4, 2025 by Jared Castronova — Head of Marketing Communications, Checkmate
"Are kiosks really worth the investment?" It's a question I often hear from restaurant leaders who are watching their competitors install rows of self-service screens. While big QSR chains are going all-in on kiosks, many brands are still weighing the pros and cons. The truth is that kiosks aren't right for every restaurant, but for some, they're transformative. The key is knowing which camp you fall into.
As restaurants navigate rising labor costs and evolving customer preferences, many are exploring different implementation strategies. Understanding whether this technology aligns with your restaurant's specific needs and goals is important.
Benefits of adding kiosks
Here are five signs that your restaurant could benefit from adding kiosks:
Long wait times
Nothing frustrates customers more than standing in line, especially during peak hours. If your restaurant regularly experiences queuing issues, kiosks could be your solution to streamlining the ordering process.
However, successful implementation requires strategic placement in the store:
- Position kiosks in high-visibility, high-traffic areas.
- Install enough units to handle peak period volume.
- Avoid tucking kiosks in corners or low-traffic zones.
- Ensure proper spacing to prevent bottlenecks.
Order accuracy issues
While customer-facing POS displays have helped reduce errors at the counter, human mistakes in order entry remain a persistent challenge. Self-service kiosks address this by:
- Enabling customers to review their complete order before confirmation.
- Providing clear visual representations of menu items.
- Eliminating communication barriers.
- Reducing misunderstandings during busy periods.
The secret to maximizing accuracy lies in implementing an intuitive interface with high-quality visuals that clearly represent your menu items.
Limited upselling and cross-selling
Kiosks excel at consistent, pressure-free upselling. Unlike human interactions, which can feel pushy, kiosks present suggestions in a way that enhances the customer experience:
- Intelligent cross-selling of complementary items.
- Customized recommendations based on order history.
- Seamless combo upgrade options.
- Dessert and add-on suggestions without social pressure.
Modern kiosk systems can integrate with loyalty programs to provide personalized recommendations and enable A/B testing for improving suggestion algorithms.
Multiple high traffic periods per week
If your restaurant experiences several rush periods throughout the week, kiosks can help maintain consistent service quality:
- Allow customers to browse and order at their own pace.
- Reduce decision-making bottlenecks.
- Free up staff to focus on order preparation and delivery.
- Maintain service speed during peak hours.
Tech-savvy customer base
Understanding your demographic is crucial when considering kiosk implementation. With Gen Z and Millennials now accounting for 65% of QSR traffic and Gen Alpha entering the workforce soon, the demand for digital ordering solutions is only growing:
- More than 75% of restaurant customers will be tech-savvy.
- Brands should focus on enhanced digital experience for younger generations.
- Kiosks are one way to help future-proof your restaurant operations.
Looking beyond labor savings
A lot of companies think kiosks will be a huge labor saver because customers can order themselves, eliminating the need to staff the counter. While this can work for some businesses, labor savings shouldn't be the main reason for adding kiosks in restaurants. Instead of a pure play to reduce staff, restaurants should see kiosks as a way to reallocate staff to other jobs that have a bigger impact on the customer experience.
For instance, don't fully remove staff from the ordering process right away. Consider having a staff member near the kiosks to help customers get comfortable with using them, answer questions and handle any issues. Retail stores do something similar. While theft prevention is part of it, they're also there to help customers feel more confident with the tech and assist when needed.
Closing thoughts
The investment in kiosks goes beyond following industry trends. When implemented strategically, these systems can transform your ordering process, boost revenue through consistent upselling and free up your team to focus on the guest experience. If you're seeing signs like long lines or accuracy issues, now might be the right time to explore how kiosks could elevate your operations. Start by researching providers who understand your specific needs and can guide you through a successful rollout.
About Jared Castronova
Jared is a seasoned expert in restaurant technology with 8+ years of industry experience. He specializes in creating content that simplifies complex concepts for enterprise restaurant brands, offering actionable strategies to boost digital growth. As a respected voice in the field, Jared's insights help industry leaders leverage technology for a competitive advantage in today's digital-first market.
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