While kiosk systems have existed since the early 1990s, their presence in the restaurant industry has increased in recent years as large brands such as Panera, McDonald’s, and Wendy’s experiment with technology. This trend is driven by the significant decrease in the cost of a kiosk system and a growing need to enhance the customer experience through customization and convenience.
Reduce ordering time: With a larger menu, the traditional ordering process can often lead to delays in total service time.
Increase order accuracy: While staff may be trained to repeat back to a customer his or her order prior to processing, order errors are still inevitable, especially with more customization options.
Reduce labor costs: In certain instances, kiosks may provide labor savings if the concept allows changes to the front-of-house structure.
Alter menu prices in real-time: Promote or discount items to move inventory or leverage favorable food costs to the restaurant’s bottom-line advantage.
Grow checks through effective upselling: Training staff to effectively upsell multiple messages is often challenging.
Trade customers to more profitable items: The ability to sufficiently market high-priced items may be limited given the space on a printed menu.