Self-service kiosk system: future of restaurant technology
80% of customers say that self-service kiosks upgrade their convenience experience at the restaurant, according to the National Restaurant Association report, and be considered as the most beneficial software development recently.
The restaurant kiosk is becoming a norm of the F&B ordering system. To give you an idea of kiosk restaurant definition, with on-screen menus of self-service kiosks software, customers can scan, select to place orders, and swipe credit cards to make payments. By the end of 2020, almost 14,000 locations of McDonald’s in the U.S. are aiming to have those kiosks.
It means that, however, all the processes are mostly not involving any other humans. In fact, a recent MSN poll releases that 75% of diners prefer restaurants with human services rather than self-service restaurants.
Should restaurateurs consider investing in a self-service ordering system for the business? Let’s discuss some pros and cons of this software development service.
Advantages of self-service kiosk software
Making orderings accurate and customized
Self-service system definition is a type of electronic support such as kiosk system which helps customers and employees to perform routine tasks and access information without interaction. Self-service kiosk software can help to make a more effective ordering process. You can serve more customers in a much shorter space of time. Some other restaurant chains provide smaller-scale tablets right at tables to show the special menu, take orders, and make payments on the self-checkout screens. That’s why they are becoming popular among the best POS systems for restaurants, especially fast-food chains.
Sometimes it’s frustrating to request changes in orders to other items at the counter. But ordering on the kiosks, customers can add or remove any items simply by themselves. They also can make specifications for the dish preparation as they want.
Utilizing the roles of staffs
The fewer number of cashiers means that there is more staff to assemble orders more swiftly. Self-service kiosks will significantly reduce waiting times and help to leverage the customer experience.
On the other hand, the self-service restaurant staff would have more time to walk around and make conversations with diners to ensure their fulfillment.
Encouraging dinners to spend more
Another advantage of self-service technology is that customers are likely to spend more while using self-checkout kiosks. For example, a study finds out that guests are spending 30% more if they make orders on their own at McDonald’s.
When asked to add on any other condiments or drinks, customers would prefer to do it on the screen rather than tell cashiers directly. Besides, the self-ordering kiosk technology will never forget to suggest to your customers “Do you want more fries with that?”.
Disadvantages of self-service kiosks
Requiring high up-front cost
Upgrading self-service ordering systems requires a remarkable initial investment. In most cases, the budget is quite high that independent self-service restaurants consider not spending money.
According to a statistic of QSRMagazine.com, a digital kiosk system costs about $5,000 on average. The system includes a display screen, a scanner, a credit card reader, a receipt printer, and the software that integrates with the current restaurant self-service technology. The budget can vary depending on the number of customized functionalities the restaurants choose to add.
Decreasing person interactions
At sit-down restaurants, dinners usually have questions about the recipes of the dishes or even ask the waitstaff for their ordering recommendations. There will be no such human customer service touches once you let the customers make orders alone. The self-service ordering can not do these in the most flexible way.
Additionally, there is also the possibility that your target customers may not be interested in making orders and payment by self-service technology method. As mentioned above, up to 75% of dinners do not refer to going to restaurants with self-ordering technology.
To this point, self-service kiosks are not suitable for orderings in all types of restaurants. They are better for chain or fast-casual restaurant operations. Restaurant kiosks at fine dining establishments are mostly unacceptable.
Future of kiosk software development after COVID-19
The outbreak of the COVID-19 pandemic has an effect on the restaurant business for almost a year. In a report of the National Restaurant Association, the industry is predicted to drop $225 billion in revenue this year due to the requirements of limited groups and social distancing.
As an alternative option to stay in business, more restaurants have decided to transfer to self-service kiosks. Restaurant kiosks can protect customers and staff from the spread of COVID-19 by minimizing face-to-face touchpoints like ordering via cashiers and paying in cash.
Business experts suppose that with the advantage of kiosks, this system is going to be the winner in the restaurant industry post-pandemic, especially with quick-service and fast-casual restaurants. Actually, they were assessing the self-service ordering system even before the COVID-19, which connects to the POS system for small restaurants. But they weren’t not embracing fully yet. In times of panic, however, the demand for kiosk system installation is becoming greater than restaurants need kiosks in multiple locations rather than just in one place.
Some restaurants also think about using self-service technology as a tool to reduce the traffic to the restaurant during the pandemic. In this promising scenario, the kiosk would be placed outside the restaurant. Customers will make their orders and then wait outside, or in their cars, for the waitstaff to receive their food.
To sum up
Kiosks have been used widely for years in restaurant management systems. The self-service kiosk enables the waitstaff to be more efficient and speeds up the whole ordering process. However, kiosk software development can decrease your human service interaction between your customers and staff. So consider what kind of restaurant technology and customers you have before making that long-term investment.
