Understanding customer behavior is critical for restaurant operators evaluating new technology. As expectations shift toward speed, convenience, and personalization, self-service kiosks are becoming a key part of modern restaurant operations.

More than just an ordering tool, a self-service kiosk directly influences how customers interact with your menu, how much they spend, and how satisfied they feel with their experience. We explore important ways kiosks influence customer behavior, and what that means for restaurant operators.

 

1. Reduce Social Friction and Increase Order Value

Many customers feel pressure when ordering from a cashier, whether it’s rushing through decisions, avoiding customization, or feeling judged for their choices.

Self-service kiosks remove that friction by giving customers full control over the ordering process.

Key impacts include:

• More time to browse and customize orders
• Reduced anxiety around ordering decisions
• Increased willingness to add items

When customers use a self-service kiosk, they are more likely to order what they actually want, often leading to higher ticket sizes and improved customer satisfaction.

Additionally, demand for low-contact experiences continues to grow. According to Kiosk Market Research, 65% of customers reported being more willing to visit a restaurant if self-service kiosks were available. This aligns with customer preferences for convenience and independence.

 

2. Customers Customize More with Self-Service Kiosks

Order customization has become expected by customers, and kiosks make it easy for customers to modify orders without hesitation.

Self-service orders go directly from the customer to the kitchen, reducing or eliminating the possibility of errors. Extra onion, sauce on the side, no pickle? No problem! Instead of simplifying orders to avoid slowing down a line, customers can take their time and select exactly what they want.

Restaurants typically see:

• More special instructions per order
• Greater menu exploration
• Higher satisfaction with order accuracy

Because self-service kiosks send orders directly to the kitchen, they also reduce miscommunication and errors, improving both operational efficiency and guest satisfaction.

 

3. Self-Service Kiosks Drive Upselling and Menu Discovery

One of the biggest advantages of a self-service kiosk is its ability to influence purchasing decisions in real time. According to Tillster’s 2025 Phygital Index Report, 76% of kiosk users ended up buying more than they intended on occasion.

Unlike static menus or rushed counter interactions, kiosks can:

• Recommend add-ons, combos, and upgrades
• Highlight promotions or high-margin items
• Display images and detailed menu information
• Surface less popular or seasonal items

Customers using kiosks often spend more because the system consistently prompts them with relevant options. This creates opportunities to increase average order value while promoting specific menu items. Kiosks can be programmed to consistently upsell by offering information about deals, discounts, and combos. They also provide more product information, such as ingredients or nutritional values, than is available on traditional menus.

Savvy restaurant owners can use this spending behavior to their advantage. Want to sell excess inventory of particular items, or promote meals that you are trying to get to the top of your "most popular" list? Upsell these items on the kiosks while your customers are placing their orders.

 

4. Kiosks Improve Speed and Perceived Convenience

Speed and convenience are major factors in customer satisfaction. A self-service kiosk helps reduce bottlenecks by allowing multiple customers to order simultaneously.

Benefits include:

• Shorter lines during peak hours

• Faster order processing

• Improved overall flow of service

By integrating kiosks with your POS and kitchen systems, orders move seamlessly from customer input to preparation—reducing delays and improving accuracy.

This level of efficiency is especially important for quick-service and fast-casual restaurants looking to scale operations without increasing labor costs.

Why Self-Service Kiosks Matter for Restaurant Operators

For operators evaluating new technology, kiosks offer both operational and revenue advantages:

• Reduce reliance on front-of-house staff

• Increase average order value through automated upselling

• Improve order accuracy and reduce waste

• Enhance the customer experience with faster, more flexible ordering

As customer expectations continue to evolve, implementing a self-service kiosk is becoming less of a differentiator—and more of a necessity.

Influence Customer Behavior with the Ordering Options They Want

If your restaurant is experiencing long lines, labor challenges, or inconsistent order accuracy, kiosks can provide immediate impact.

They are especially effective for:

• Quick-service and fast-casual restaurants
• High-volume locations
• Restaurants looking to modernize operations
• Operators focused on increasing efficiency and revenue

Customer behavior is changing and restaurants that adapt will be better positioned to grow. By implementing kiosk solutions, you give customers the control, speed, and personalization they expect.

 

About Touch Dynamic

Touch Dynamic is an internationally recognized, U.S.-based, ISO 9001:2015-certified manufacturer of advanced POS touchscreen technology, including all-in-one terminals, self-service kiosks, mobile POS systems, compact PCs, and touchscreen monitors. 

Since 2001, we’ve delivered award-winning, purpose-built hardware backed by on-site manufacturing and global reach. What sets us apart is our ability to provide fully modular, configurable solutions tailored to each customer’s specific business needs across various industries, including retail, hospitality, restaurants, gaming, government, and more.

For more information, visit www.touchdynamic.com.

 

Media Contact

Rachel Denton
Creative Marketing Director
Touch Dynamic
732.382.5701 x136
rdenton@touchdynamic.com