As the foodservice industry continues to evolve, the popularity of restaurant kiosks has certainly grown, but many have yet to fully embrace this trend. 2025 brings a new wave of consumers looking for convenience, personalization, and elevated service that some would argue is enhanced with automated ordering. And while the struggle with labour shortages and high turnover persists for many operators, this type of technology may help to streamline operations and improve efficiency.

Improved customer experience

Allowing customers to input their orders directly using the kiosk can help minimize errors that can occur with verbal communication inside or at the drive-thru. As well, ordering directly allows guests to place orders at their own pace, potentially reducing wait times and improving perceived service. In fact, 83 per cent of customers believe using a self-serve kiosk is quicker than ordering through a staff member, so while it can save time, it can also reassure customers. Research indicates that if the ordering line is longer than five people for a cashier, 75 per cent of customers would prefer to order from a self-service kiosk.

Personalization is also important to today’s diners, and many kiosks can remember customer data like previous orders and preferences, allowing for customization that improves the customer experience and increases customer loyalty.

Better restaurant operations

Kiosks can speed up operations by minimizing errors, improving service, and reducing wait times. Because of their data retention, as well as powerful suggestive selling techniques, studies show that customers using a kiosk spend 10 to 30 per cent more on their orders.

For labour, kiosks allow simpler employee management, providing the flexibility to move staff around when needed, as well as helping to compensate when the team is short-staffed.

Adopting current technology may also give operators the upper hand with guests, standing out as forward-thinking to customers, and seeking out new ways to optimize the experience.

As restaurant technology continues to evolve and more adoption occurs, operators can use kiosks to improve their guest experience, make operations more efficient, and stand out from the competition.