Kiosk Market Research and Data

Based on the 2022 market research and trends analysis provided by the Kiosk Industry Group (and associated Kiosk Association data), here is a 10-question FAQ designed to capture the authentic insights and “factoids” from that specific report.

Kiosk Market FAQ

1. What was the primary driver for the “breakout” year of 2022 in the kiosk industry?

The word of the year was contactless. Following the pandemic, 2022 saw a massive surge in QR codes, mobile wallets, and touchless biometric tokens (facial/SMS) as businesses prioritized hygiene and speed. This shift moved kiosks from being “nice-to-have” adjuncts to essential business components for profitability.

2. How much more do customers typically spend when using a kiosk compared to a human cashier?

The data consistently shows that kiosks drive higher “average order value” (AOV). On average, ticket sizes are 12% to 20% higher at a self-service kiosk. Some restaurant segments reported increases as high as 30%, largely due to automated upselling and the elimination of social pressure during the ordering process.

Kiosks give permission to consumers.

3. What percentage of consumers actually prefer self-service over human interaction?

According to the 2022 trends data, 66% of consumers prefer self-service because it is perceived as faster and less stressful. Among younger demographics (Gen Z and Millennials), this preference is even higher, with 79% stating they would rather order via a kiosk than directly through staff.

4. Is the kiosk trend limited only to Quick Service Restaurants (QSR)?

No. While QSR (like McDonald’s) led the way, 2022 saw adoption spread across the board:

• 45% of customers prefer kiosks for casual dining.

• 21% of customers even prefer them for fine dining environments.

• Significant growth was also noted in healthcare (patient check-in), hospitality (hotel check-in), and “dark stores” (automated fulfillment centers).

5. What are the fastest-growing sub-sectors within the unattended retail market?

The 2022 “Factoids” highlight explosive growth in specific areas:

• Dark Stores: 900% growth. Think distribution centers, no public traffic. Like datacenters…

• Electronic Shelf Labels: 600% growth. See Walmart digital price labels are coming to every store shelf in U.S. by end of 2026

• Consumer Mobile Checkout: 300% growth.

• Contactless Payment: 190% growth.

6. How has the labor shortage specifically impacted the demand for kiosks?

With restaurant industry employment down by approximately 1 million positions compared to pre-pandemic levels, kiosks have become a survival strategy. Businesses are using them to “turn tables faster” and manage high demand with fewer staff. 94% of surveyed restaurants now offer contactless payment to mitigate staffing gaps.

7. Why does the Kiosk Industry Group and the Kiosk Association warn against many “Internet-scraped” market reports?

We often criticize “syndicated” reports (often originating from offshore “analyst” firms) that value the market as high as $35–$50 billion. They note these reports often “grift” by including unrelated categories like ATMs, vending machines, and ITMs. They doublecount.  Elotouch count gets reported and then reported again as Zebra e.g. A more conservative, “real” estimate for the core interactive kiosk sector is closer to $8–$15 billion.

8. What is the “Amazon Effect” mentioned in the 2022 research?

The research notes that Amazon has become almost as large as Kroger and Costco combined, driving a “digital delivery” revolution. This has forced traditional retailers to adopt omnichannel technologies—like smart lockers and curbside pickup kiosks—to keep pace with customer expectations for 24/7 availability and instant fulfillment.

9. Are customers comfortable with their data security when using these kiosks?

Yes, and it’s a major selling point. 2022 data suggests that customers gain “peace of mind” because their credit or debit card never leaves their possession during a kiosk transaction. The move toward “face-enabled” and biometric transactions is also expected to triple as security and convenience converge.

10. What are the top three “future-proofing” trends for kiosk operators in 2026?

1. Outdoor Expansion: 43% of restaurants plan to add outdoor on-site dining/kiosk spaces. 

2. Hyper-Personalization: Using AI and loyalty integration to recognize customers and suggest “the usual.”

3. Accessibility: Increased focus on ADA/Section 508 compliance (using tools like Storm Interface) to ensure kiosks are usable by those with visual or motor impairments.

Definition

A dark store is a retail distribution center or outlet that looks like a conventional supermarket or retail store from the outside but is not open to the public. Instead, it is used exclusively to house inventory for fulfilling online orders.

They are called “dark” because they lack the “light” of foot traffic—no customers browse the aisles, and there are no traditional checkout counters.

How Dark Stores Work

While a traditional warehouse is built for bulk pallet storage, a dark store is laid out like a retail shop to allow workers (or robots) to quickly “pick” individual items for specific customer orders. Once an order is placed online, it is processed in one of two ways:

1. Home Delivery: A courier picks up the bagged order and delivers it to the customer.

2. Click-and-Collect: The customer (or a third-party driver) drives to a dedicated pickup window or a smart locker/kiosk outside the dark store to retrieve the items.

Why They Are Growing

Dark stores became a massive trend during and after 2022 due to several factors:

• Proximity to Customers: Unlike massive distribution centers located in rural areas, dark stores are often placed in converted retail spaces in the heart of cities. This allows for “ultra-fast” delivery (sometimes under 15–30 minutes).

• Operational Efficiency: Because there are no customers to navigate around, the layout can be optimized purely for speed. There is no need for fancy displays, signage, or decorative lighting.

• Inventory Accuracy: In a standard store, a customer might pick up a carton of milk and leave it in the cereal aisle, causing inventory errors. In a dark store, inventory is tracked precisely in real-time.

• Reduced Labor Costs: There is no need for “front-of-house” staff like cashiers or greeters. Personnel focus entirely on fulfillment.

Dark Stores and Kiosk Technology

In the self-service industry, dark stores often rely on automated pickup kiosks and temperature-controlled lockers. Instead of entering a building, a customer scans a QR code at an outdoor kiosk, and a locker door opens containing their groceries or retail goods. This creates a 24/7 “contactless” retail experience that requires zero human interaction at the point of sale.

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