The era of the self-service kiosk at QSR and Fast Casual restaurants is here to stay. In 2019, self-service kiosk sales rose 17.9% to more than $11.9 billion. It’s likely that kiosk usage will continue in an exponential growth trajectory in 2020, and restaurant brands should take note.
In 2017, Kiosk Marketplace launched its Kiosk Marketplace Census, which provides an overview of the self-service kiosk industry and its expected growth for readers looking for reliable data. The publication released its 2020 Report in February.
Kiosk Marketplace’s 2020 Census Report identified four factors – U.S. economic growth, strong consumer confidence, strong retail sales, and low unemployment – all contributing to the continued investment in kiosk technology.
Restaurants in particular are a vertical where kiosks gained prominence in 2019, and Kiosk Marketplace included data from Tillster’s 2019 Self-Service Kiosk Index as a proof point:
“According to a 2019 consumer survey sponsored by Tillster, a restaurant kiosk provider, more than 65% of customers said they would be more willing to visit a restaurant if self-service kiosks were offered. The survey also found that if the cashier line reaches four people, customers prefer to order from the kiosks instead. In addition, even if line lengths are equal, 30% of customers will opt for the kiosk.”
To further bolster the statistics and findings of its Census Report, Kiosk Marketplace includes industry insights from leading kiosk technology experts, partners and providers, including Tillster’s own CMO, Hope Neiman.
Hope outlines the five ways she expects kiosks will change the restaurant industry in 2020, which includes:
1. Growing Personalization Capabilities – Brands can personalize menus, creating more dynamic experiences based on the known ordering preferences of the customer, likely helping deliver better metrics.
2. Artificial Intelligence Will Make Things Dynamic – AI will help drive better guest experiences by intelligently deciding what menu items to show next, depending on identifiable factors and behaviors.
3. Growth in Off-Premise Kiosks – Restaurant kiosks will be available beyond a brand’s four walls. Kiosks will be available in office buildings or hotels to make the ordering and pick-up process easier and more efficient.
4. Kiosk as Multichannel – In 2020, kiosks will integrate into existing marketing channels more seamlessly, connecting the technology to broader data sets, and offering restaurants a more cumulative view of gates.
5. Better Data Utilization – Brands can make more intelligent offers to guests in a timely manner, improving guest loyalty and check size.
As kiosks become increasingly popular among guests, restaurant brands must continue to evolve their digital tools and platforms to increase average check size and provide a better guest experience. Learn more here: https://www.tillster.com/self-service-kiosk
Download Kiosk Marketplace’s 2020 Kiosk Market Census Report here.
