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Do Interactive Kiosks Prevent Negative Customer Experiences?

Many restaurants have introduced self-service kiosks that allow customers to order via touchscreen. Customers place their order and then sit down and wait for their meal or pick it up from the counter. The use of interactive kiosks demonstrates how self-service is revolutionizing fast-casual restaurants.

The self-service trend is rising quickly. Increasingly, customers seem to prefer using a self-ordering kiosk over interacting with a person. Let’s take a quick look at how interactive kiosks can prevent negative customer experiences.

Shorter Lines and Less Wait Time with Self-Service Kiosks

Most customers get annoyed when they have to wait in line to place their orders. This could be because there are not enough workers to help customers efficiently, especially during busier periods. In today’s fast-paced world, waiting more than a few minutes to place an order can cause customers to go elsewhere.

If the line is more than 5-7 people long, the majority of customers will choose to go elsewhere. If customers choose to wait it out, when they finally get to the front of the line, they are often frustrated and impatient from waiting.

Interactive Kiosks Give Customers More Control

Research into customer behavior reveals that self-ordering results in larger orders, more special instructions, and more upsells. For example, a pizza chain that introduced online ordering found that 14% of orders included special instructions compared with orders given over the phone. The customers’ desire to avoid food judgment probably drove the change. A self-ordering kiosk doesn’t judge. It also doesn’t forget to upsell, which gives customers more options and control over their orders.

Increased Accuracy with Self Ordering Kiosks

Getting an order wrong is one of the biggest complaints in the restaurant industry. Even the most experienced, well-trained workers can make mistakes when interacting with customers. Sometimes the customers aren’t clear, sometimes the workers misunderstand what they’ve said. We all have that one friend who gives complicated orders and then wonders why they don’t come out right.

Just think of the many ways a barista can spell a person’s name, and you’ll see what I mean. Mishearing a customer’s order is, in fact, the most common mistake made by baristas. This is especially an issue during rush hour and other busy times when workers are trying to serve many people in a short period of time.

With self-ordering kiosks, the margin of error is reduced significantly. As you would expect, self-service technology increases the accuracy of orders. Since the customer is in control, they do not have to rely on someone else for accuracy. And there is less chance of them being misunderstood or misheard. By ordering themselves, customers are less likely to make errors when ordering.

Self-Service Kiosks Free Up Employees

Self-service kiosks free up employees to do other tasks, such as quality control, cleanliness, and customer interaction. Rather than operating the cash register, employees can track kitchen output to make sure that orders are delivered on time and correctly, or they can monitor the dining room to make sure it is clean at all times. They can interact with customers to ensure a better customer experience.

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