Online ordering, restaurant apps and new tablet technology are just a few ways that restaurants are making it as easy as possible for customers to satisfy their hunger. Self-service kiosks are another technology that help to reduce wait times, engage diners during the ordering process and to facilitate more informed customer choices by displaying ingredient lists, substitutions and modifiers. As the kiosk accepts and processes orders and the restaurant gets busy, staff may be reallocated to areas where they’re needed to keep things moving.
Diners’ love of controlling the ordering process is also increasing interest in self-service kiosks. The 2018 National Restaurant Show showcased three times as many self-service kiosk companies and products compared to the 2017 year.
If you haven’t implemented kiosks yet, here are five reasons why you should consider them.
1. Reduce wait times
A self-order kiosk is a line busting solution that puts your customers in control of the ordering and payment process. Self-order kiosks help alleviate wait times by keeping the lines moving and sending orders to the kitchen as quickly as possible. Although some people may prefer to wait for a person, most people are comfortable with, and will even seek out, this alternative ordering method.
In the case of credit card chargebacks and fraud, self-service kiosks that accept payments provide customers with another layer of protection. Payments are processed by the patrons themselves and their credit cards never leave their hands.
2. Boost average ticket size
According to the blog Modern Restaurant Management (MRM), self-service kiosks are permeating nearly every industry. The average ticket size for orders placed by kiosks is larger than those taken by employees. A kiosk will upsell/cross-sell on every screen and every transaction, without needing reminders or incentives. Automated prompting gives diners the opportunity to try extras they may not have otherwise ordered. This strategy is working, as quick-service giant McDonald’s reported it saw a 30% increase in orders placed via kiosk, while Taco Bell reported a 20% increase, according to MRM.
3. Provide enhanced order customization
Sometimes diners have complicated requests that include a lot of additions or substitutions. An employee may need to enter several items and do a lot of clicking between screens, which is an invitation to make mistakes. If the check is hand-written, there’s also a high chance of the order being prepared improperly. But self-order kiosks give people the chance to see the ingredients and make more informed choices, so it tastes perfect every time.
4. Improved order accuracy
Entering orders directly into a kiosk eliminates errors made while transferring written orders to the POS terminal, which costs time, money and resources to correct. Instead, the order goes from the customer to the kiosk to the kitchen. There’s little chance for error while entering the order and it also eliminates the need for kitchen staff to read someone’s chicken scratch and guess at what the ticket says.
5. Save money on front-of-house labor costs
Some people think that installing kiosks means saving money on staff. Kiosks don’t replace workers, but they give the restaurant owner or operator the flexibility to redistribute labor to other jobs like prep, running or bussing. Kiosks mean orders may come in fast and furious at certain times, and back-of-house needs to be well-equipped with well-trained staff to handle the rush.
For more information about deploying self-service technology in your restaurant, contact Touch Dynamic today.