By: Danny Klein, QSR Magazine
There’s no secret kiosks are coming. McDonald’s said after its fourth-quarter earnings report in late January that it planned to invest $2.4 billion of capital in 2018, the majority of which would go to deploying its “Experience of the Future” design at U.S. locations. The main attraction: kiosk ordering. Subway also said it’s preparing to roll kiosks out in 2018 and beyond. So did Taco Bell. Wendy’s, too. Panera has had this technology live for years. Shake Shack opened a New York City store dedicated to it. Facial ordering is even a thing now.
This all backs what the data must show, right? Customers are eager for the technology, especially in an industry where convenience sits on the throne above all others.
Tillster, a global leader in digital ordering and engagement solutions for restaurant, launched its Self-Service Kiosk Index Monday. For the second consecutive year, the company partnered with research firm SSI to conduct a study on how offering self-service kiosk impacts guest behavior. The study surveyed 2,000 restaurant customers across the U.S. in an attempt to summarize customer-ordering habits with kiosks and illustrate how kiosks can lead to more visits.