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Kiosks top customer order technology used by restaurants in 2019

October 8, 2019

Kiosks were the largest customer order technology utilized in the past year among a national sampling of restaurants, according to an online survey conducted by the National Restaurant Association and Technomic Inc.

Twenty-two percent of the respondents utilized kiosks, compared to 11% that utilized voice assistants and 8% that utilized texting.

More than half (52%) of operators have remodeled in order to add off-premises services, which may include adding in-store kiosks, to-go counters or other similar features. From a technology perspective, half (50%) are adding or updating the technology for their internal use, while 27% are reducing consumer payment friction by adding or updating customer-facing order and payment amenities.

Two groups of respondents were surveyed in April 2019: 1) a nationally representative sample of foodservice consumers who order delivery, takeout or drive-thru at least once every two to three months; 2) A national sample of 400 restaurant operators who offer delivery, takeout and drive-thru.