Customer Experience

Popeyes kiosk tipping test sparks customer backlash

Del Harper - stock.adobe.com

July 30, 2026

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Popeyes is testing tip prompts on self-order kiosks at about 12 food court locations, including one at Great Lakes Crossing Mall in Auburn Hills, Michigan, according to a People report. The screen invites customers to reward employees and presents percentage-based and custom tipping options. A Popeyes spokesperson told the news outlet that the limited trial is intended to support employee retention in locations where competitors also solicit tips, and the chain has no plans for a nationwide rollout.

The test drew attention after a customer posted a photo of the prompt in the Retail Dead or Alive Facebook group. Many commenters criticized the request and cited "tipping fatigue," arguing that gratuities should be reserved for full-service restaurants. Others defended the option, noting that employees still prepare and package the food and that customers can decline a tip.

The dispute reflects a wider debate over gratuities at self-service and counter-service businesses. A 2023 Pew Research Center report found Americans generally viewed suggested tip amounts more negatively than positively.

Etiquette guidance also varies: Some experts said tipping is unnecessary for takeout and counter service, while others recommend tipping at fast casual restaurants despite the limited service.