Study: Consumers seek self-service kiosks at fast casual, QSR chains
Self-serve kiosks are catching on with customers, according to Tillster's Self-Service Kiosk Index.
In the last three months, 18 percent of fast casual and QSR customers surveyed have used a self-service ordering kiosk, but 60 percent said they would visit a fast casual or QSR establishment more often if self-service kiosks were offered, according to a press release. This marks the second year Tillster has conducted the survey.
Tillster, partnering with research firm SSI, surveyed 2,000 fast casual and QSR restaurant customers across the U.S. to measure ordering habits with kiosks. The study revealed high demand for self-service kiosks over the next year.
"Restaurants are finally beginning to adopt self-service kiosks, and our research shows it's an important offering in the customer's eyes," Perse Faily, CEO of Tillster, said in the press release. "And for restaurants, kiosks have proven to be optimized to achieve key objectives, such as increasing check size or improving speed of service."
The index pinpoints the line length that will cause customers to walk away from their favorite establishment in favor of a faster experience. If the line to order from a cashier is more than five people, 57 percent of customers will choose to leave the line. If the line has seven people, 71 percent would leave; with 10 people, 91 percent would leave.
However, if kiosk ordering is available, many customers will stick around.
The research indicated that all age groups, not just millennials, would turn to self-service kiosks to upgrade their experience in both QSR and fast casual establishments.
The survey was conducted online within the U.S. by Tillster June 13-15, 2017, among 2,000 adults 18 years of age and older.
No more than 20 percent of respondents are from any one state, and respondents must have eaten at a QSR or fast casual restaurant three times in the past three months.