Tillster Releases 2019 Self-Service Kiosk Index

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Tillster Releases 2019 Self-Service Kiosk Index


The demand for kiosks is growing: by 2024, the global kiosk market is expected to reach $30.8 billion, according to Tillster's 2019 Self-Service Kiosk Index. A significant portion of that growth comes from shifts towards self-service technology in the food and beverage industries. For QSR and Fast Casual establishments, kiosks help improve speed of service, increase average check, and maximize operational efficiency, and customers report appreciation for reduced wait times.

According to Tillster's research, kiosks are rising in popularity among brands and consumers.  In the appropriate settings, kiosks can 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 research firm SSI to study how self-service kiosks impact guest behavior. Surveying 2,000 QSR and Fast Casual customers across the United States, the 2019 Self-Service Index's key findings include:

Usage Continues to Rise

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 

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.

Popular Across All Age Groups

Customers of all ages would visit more often if self-service kiosks were offered.

For complete survey data, and more detailed findings on how restaurants today are harnessing the power of self-service, download the Self-Service Kiosk Index here: Tillster.com/SelfServiceKioskIndex.

The survey was conducted online within the United States by Tillster November 28 – December 4, 2018, among 2,000 adults 18+ in the United States. No more than 20 percent of respondents are from any one state, and respondents must have eaten at a QSR or Fast Casual restaurant three times in the past three months.