2007 Self-Service Technology Study

Welcome to the third annual Hospitality Industry Self-Service Technology Study. This year's Consumer Attitudes Report showed an increase in public awareness of self-service and how its availability affects consumers' buying decisions. When asked how many times in the last year they had walked away from a quick-serve restaurant [QSR] due to long lines, 18% said at least once and 38% said more than once; of those who walked away more than once, 25% did so three times or more. Faster service and shorter lines were the key benefits of QSR kiosks, followed by accuracy, greater control, and privacy. A full 61% of those surveyed said that they were very or somewhat likely to use a QSR or hotel kiosk if one were available.