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Restaurant self-order kiosk evolution grabs reader interest in 2019

Self-order kiosks increase the speed of service for restaurants and improve order accuracy. The technology also improves order ticket size by upselling customers and makes better use of labor. The kiosk evolution in restaurants dominated Kiosk Marketplace reader interest in 2019.

Image courtesy of i-Stock.

December 30, 2019 by Elliot Maras — Editor, Kiosk Marketplace & Vending Times

The restaurant industry's embrace of self-service kiosks was the top subject among Kiosk Marketplace readers in 2019, as more than half of the 10 best read stories posted this year addressed that topic. Restaurants, the most visible businesses that are adopting self-service technology, have drawn significant attention to the technology's benefits for the past three years.

Self-order kiosks increase the speed of service for restaurants and improve order accuracy. In addition to these customer service improvements, the technology improves order ticket size by upselling customers and makes better use of labor.

Following are the top best read stories that posted in 2019:

1. KFC plans kiosks for 5,000 restaurants by 2020

The February announcement that KFC plans to install kiosks in 5,000 restaurants by 2020 was the best read story posted in 2019, making KFC one of several nationwide chains to implement the technology. The announcement was made by KFC's owner Yum Brands, which also owns Taco Bell, which announced a similar rollout in 2017.

Other restaurant chains that have rolled out kiosks include McDonald's, Panera Bread, Wendy's, Subway, Dunkin' Donuts and Johnny Rockets.

2. Kiosk Marketplace editor reviews 39 kiosk companies at National Restaurant Show

For the second straight year, kiosk industry observers paid close attention to the National Restaurant Show, where manufacturers present new products and technology. This year's show featured 39 kiosk exhibitors that showcased new interactive kiosks for restaurants, surpassing last year's record-breaking 36 exhibitors. An article reviewing these 39 exhibitor was the second best read story to post in 2019.

While established kiosk providers were once again well represented on the show floor, POS software companies also entered the fray. In addition, less than a third of this year's companies were repeats from last year.

3. Verifone acquires Zivelo

Verifone, a provider of self-service devices, point-of-sale terminals and modular payment components, acquired Zivelo, a maker of kiosks and digital signage that has provided self-order kiosks for restaurants, including McDoanald's. The acquisition naturally drew high reader interest and was the third best read story to post in 2019.

4. 2019 Kiosk Market Census Report reports record growth in 2018

An article about the Kiosk Market Census Report examining the rapid growth of the interactive kiosk industry for the second straight year was the fourth best read story in 2019, as readers were anxious to learn what customer segments were contributing to this remarkable growth.

The report noted that the industry's growth in 2019 was driven largely by rising mobile commerce and Internet of Things technology, factors that also drove the prior year's growth. In both of the last two years, the demand for self-service technology was further heightened by historically low unemployment.

5. Interactive kiosk innovations let loose at NRF Big Show

Not far behind the National Restaurant Show among best read stories in 2019 was the National Retail Show, as self-serve kiosks were prominent on the trade show floor at Javits Center in New York City. The race to introduce interactive technologies in retail stores has unleashed a historic demand for self-service kiosks that was in full view on the NRF trade show floor.

Kiosks are playing an important role for retailers as they race to combine physical and online sales initiatives, as they allow customers to browse catalogs and place orders while in the store.

Kiosks also address specific retail applications, such as automated self checkout, healthcare testing, prescription pickup, buy-online-pickup-in-store, photo processing and more.

6. Indiana BMVs feature transaction kiosks that print license plate stickers

One of the fastest growing verticals for self-service kiosks is vehicle registration venues, allowing motorists to renew registration without having to wait in long lines. An article about the Indiana Bureau of Motor Vehicles, which installed kiosks that also print license place stickers instantaneously, was the sixth best read story to post this year.

7. The pros and cons of 5G

One of the most promising but little understood technologies is 5G, an enhanced mobile broadband, that commercial phone carriers are introducing. A blog on this technology by Rob Ramage, a support engineer at OptConnect, explored 5G pros and cons, and was the seventh best read story to post this year.

Ramage said 5G offers a great opportunity for developers to deploy applications that take advantage of fast, high-speed lower latency networks. At the same time, there are limits to the distance that 5G waves can currently cover. 

Ramage said the industry won't really know 5G's capabilities until it's fully implemented.

8. 4 ways digital kiosks are transforming the patient check-in process

Patient check-in kiosks are improving efficiency, providing secure access to patient information and improving the overall patient experience. A blog exploring these benefits by Chris Gilder, CEO and founder of Meridian, was the eighth best read story to post in 2019.

Besides enabling patients to check-in for their appointment, patient check-in kiosks integrate with a provider's back-end office and electronic medical record management systems, allowing patients to securely update their personal information, access health records, refresh their memory of any directions from their provider and note any future follow-up appointments — all from the kiosk.

9. Taco Bell finds self-order kiosks improve menu appreciation

Taco Bell made headlines with its All Access technology rollout this year, but one benefit the management had not anticipated was the improved customer appreciation for the restaurant's menu. Rishi Gupta, director of technology, told Kiosk Marketplace that customers are more willing to try different menu items when ordering from the self-order kiosk. 

Taco Bell won the 2019 Elevate Award for the Best Restaurant Kiosk from the Interactive Customer Experience Association for its All Access Self-Order Kiosk deployed on Elo's 22-inch large-format displays, and the brand is on track for a complete national rollout to 7,000 stores domestically by the end of 2019.

10. Why are self-order kiosks on a roll in US restaurants?

In the tenth best read story to post in 2019, Hope Nieman, chief marketing officer at Tillster, a provider of kiosk solutions for restaurants, reviewed the benefits that self-order kiosk deliver to restaurants: faster orders, faster speed of service and an improved buying experience.

Neiman also reviewed the results of the 2019 Tillster Self-Serrvicie Kiosk survey, which found that more than 65% of customers would be more willing to visit a restaurant if self-service kiosks were offered. The survey also found that if the cashier line reaches four people, customers prefer to order from kiosks instead.

Customers do not feel rushed to approve or place their order when using a self-order kiosks, Neiman noted, allowing for increased time spent reviewing items selected, leading them to be more inclined to return for repeat visits due to a successful ordering experience. 

About Elliot Maras

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Elliot Maras is the editor of Kiosk Marketplace and Vending Times. He brings three decades covering unattended retail and commercial foodservice.