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Tillster 2019 research finds self-service kiosks expanding in restaurants

July 16, 2019

Self-service kiosks continue to grow in quick service and fast casual restaurants, according to the 2019 Self-Service Kiosk Index released by Tillster, a provider of digital ordering and engagement solutions for restaurants.

"Our index finds kiosks are rising in popularity among brands and consumers alike," Perse Faily, CEO of Tillster, said in a press release. "While kiosks may not be the right solution for all restaurants, in the appropriate settings, they build on a brand's omnichannel experience and can allow for operational advancements. For winning brands, kiosks increase check size, improve speed of service and deliver mission-critical guest data."

For the third consecutive year, Tillster partnered with SSI to study how self-service kiosks impact guest behavior. Surveying 2,000 QSR and fast casual customers across the U.S., the 2019 Self-Service Index's key findings include:

• QSR and fast casual restaurants can use kiosks to grow sales, increase throughput and prevent customers from leaving when lines are long. In both restaurant categories, customer usage of kiosks is up from last year. 
• Many customers prefer kiosks to cashiers. If line lengths were equal, 30% of customers would still prefer to order from a self-service kiosk. With a line longer than four people, that number rises to a majority. 
• Kiosks are popular across all age groups. Customers of all ages would visit more often if self-service kiosks were offered.