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QSR kiosk use increasing across age groups, brands, Tillster study says

July 16, 2019

QSR kiosk ordering use is increasing, according to digital ordering provider, Tillster, which just released its 2019 Self-Service Kiosk Index, showing what it says is "major growth in self-service offerings," to an estimated  $30.8 billion by 2024. 

Tillster and research firm, SSI, performed the study to gauge how kiosks affect guest behavior among 2,000 U.S. limited-service customers, a news release said. Tillster CEO Perse Faily said the research indicates rising popularity for both foodservice brands and customers. 

"While kiosks may not be the right solution for all restaurants, in the appropriate settings, they build on a brand's omnichannel experience and can allow for operational advancements," Faily said in the release. "For winning brands, kiosks increase check size, improve speed of service and deliver mission-critical guest data."

Some of the findings of the study, include results that show kiosks can help keep customers from leaving a restaurant with long lines by increasing throughput. That may be why the research also showed that kiosk use was up among customers over last year. 

Likewise, the study also found that consumers said if the length of lines were equal at kiosks and man-powered checkouts, a healthy 30% of diners still said they would order from the machine. Additionally, the study found when the line was longer than four people, most diners said they'd use the kiosk.

The study also determined that all ages of diners said they would visit brands more often if self-service kiosks were offered, running contrary to some information claiming that kiosks were primarily the preference of younger diners. 

Tillster conducted the survey in the U.S. between Nov. 28 and Dec. 4, last year among 2,000 adults 18 and over, with fewer than 20% of respondents from any single state. All survey participants had to have eaten at a limited service brand at least three time in the three months before taking the poll.