Restaurants

Canopy survey finds kiosk reliability remains a challenge for QSRs

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September 24, 2026

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Technology increasingly influences where consumers choose to eat, but self-order kiosks remain a source of frustration for many quick-service restaurant customers, according to research from Canopy. The company's 2026 Restaurant Tech Report found that 94% of respondents consider technology when selecting a restaurant, up from 80% in its 2025 survey.

Only 20% of kiosk users said the devices work every time, unchanged from the previous year. The finding suggests that restaurants have made little progress in improving kiosk reliability even as the devices become a more prominent part of the ordering experience.

Technology failures can also cost restaurants sales. In fact, 37% of customers said they have left without completing an order because the technology was not working. In addition, 29% said a tip prompt had caused them to change their ordering method, select another restaurant or abandon a purchase.

The findings are based on a national survey of 1,007 U.S. adults and examine experiences with kiosks, payment systems, mobile apps and artificial intelligence-powered ordering. For restaurant operators, the report indicates that simply installing kiosks is not enough; the systems must function consistently if they are to improve service, reduce pressure on employees and strengthen customer loyalty.