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As a business owner, finding ways to streamline operations and improve customer service is always a priority. If you run a busy restaurant or retail store, a self-service kiosk may help you do just that.
What is a self-service kiosk?
A self-service kiosk or self-ordering kiosk is an interactive touchscreen device that allows customers to buy products or services without the help of a staff member. It includes hardware and software components that make it possible for customers to browse items, place orders and pay independently.
The hardware component is a screen device fixed in place to surfaces such as walls, countertops or floor stands. The software component is a kiosk application that allows you to design an ordering workflow that suits your business.
How does a self-service kiosk work?
A self-service kiosk is an interactive terminal that allows customers to independently browse, customise and complete transactions using a touchscreen interface. Powered by intuitive software, self-service kiosks for restaurants display menus or options, responding to touch for seamless navigation. Customers can select items, adjust preferences (like size or toppings) and proceed to payment through an integrated system like a card reader, NFC (for mobile payments) or cash acceptor.
Once the self-service POS system has confirmed payment, the kiosk processes the order, often sending it to a backend system (like a kitchen or inventory database), and provides a digital or printed receipt. The entire journey from selection to completion is designed for speed, convenience and minimal staff assistance, enhancing efficiency for both customers and businesses.
How can self-service kiosks be used?
Self-service kiosks can handle multiple customer-facing tasks that traditionally require staff intervention. Some of the most common functions used by businesses are:
Ordering and self-checkout
Self-service kiosks for restaurants allow customers to browse menus, customise orders and complete payments independently.
Visitor check-in and queue management
Kiosks can streamline customer flow in various settings, from hotels to hospitals. Visitors can register their arrival, update personal details and see estimated wait times, creating a more efficient and transparent experience.
Product information
In stores, kiosks can serve as digital catalogues, where customers can search for items, check stock levels across different locations, and even access extended product ranges not physically displayed in-store.
Customer registration and loyalty
Coffee shops and retail chains use self-service kiosks to capture customer data and manage loyalty programme sign-ups without staff assistance.
By incorporating these diverse functions, self-service kiosks become powerful tools that enhance customer experience while optimising your operational efficiency.
What are the benefits of a self-service kiosk?
Improve space management
A self-service kiosk can save significant counter space. Square Kiosk, for example, can be fixed on walls, counters or floor stands, so you can customise the device to fit your space without making any major structural changes to your restaurant or store. To guide the traffic flow towards your self-service kiosk, consider placing ‘Order Here’ signage nearby.
Free up staff time
Customers can complete orders with little or no staff attention on a self-service kiosk. This helps free up staff members for other important activities that benefit from human interaction. According to the Square Future of Restaurants report, 75% of restaurant owners believe that AI and automation will improve areas such as inventory management, payments and marketing. The report also revealed that, while more than 25% of diners reported preferring not to use any form of automation at restaurants, 74% indicated they were open to automation where restaurants are short-staffed.
Onboarding a self-service kiosk may be particularly helpful if your business has a low headcount or, like many restaurants, is experiencing higher labour costs due to the increase in employer National Insurance Contributions (NICs).
Give customers more control and a better customer experience
Self-service kiosks give customers greater privacy and control by allowing them to browse menus, customise orders and pay without staff interaction, which is ideal for those who prefer a more independent dining experience. Orders process instantly, reducing human errors and speeding up service, while built-in upselling features let customers explore add-ons at their own pace.
In self-service mode, customers have complete control over their orders, so they can select items they need quickly and check out faster. For busy restaurants with loud atmospheres, this can translate to fewer order errors and shorter waiting times, which helps improve the customer experience overall.
Increase your revenue while reducing costs
Adding a kiosk to your restaurant or storefront can also drive up average order value. One reason for this is that self-service kiosks offer a degree of anonymity, meaning customers can take time to consider ordering more items, or make specific requests without fear of awkwardness.
Additionally, self-service kiosks allow restaurants to promote add-ons, sides and bundled meal offers to customers . Many ordering platforms, like Square Kiosk, include visual menus with upselling features that suggest additional items based on a customer’s selections.
Through staff time savings and l improved order accuracy, restaurants should offset the initial investment in a self-service POS system while enhancing the customer experience through convenience and faster transactions.
Receive better customer insight
Customer activities on self-service kiosks can be tracked accurately, giving you more insight into customer behaviour and preferences through top-selling items and associated revenue. This data can enable you to offer more targeted experiences. For example, you might offer promos on the most popular menu items. Square Kiosk also integrates with Square Loyalty programmes, so diners can easily enrol and accrue points with every order.
Self-service kiosk drawbacks
While self-service kiosks offer many benefits, restaurants should plan for potential challenges:
- Accessibility may also be a concern for elderly customers or those who struggle with touchscreens, necessitating staff assistance as a backup.
- Customers who prefer traditional ordering, requiring clear instructions and transitional support. That’s why it’s important to have human staff on hand, available to take orders for those that prefer face-to-face interaction.
With proper planning, including routine upkeep, inclusive design and customer education (as well as staff support for those who prefer it), you can manage these hurdles effectively.
How much does a self-service kiosk cost?
The cost of self-service kiosks for restaurants can vary widely based on features, hardware quality and software complexity. Simple setups using existing an existing tablet start at around £100 per unit, while advanced systems with large touchscreens, integrated payment processing and custom branding can range from £500 to £2,000+ each.
Additional expenses may include installation, maintenance and software licensing fees. However, many businesses see a strong return on investment through labour savings and increased sales, making self-service kiosks a cost-effective upgrade over time. Leasing options and subscription-based software can also help reduce upfront costs.
How to set up a self-service kiosk for your business
Analyse your business needs
Consider whether a self-service kiosk is a wise investment for your business. Think about the purpose of your kiosk and how you intend to use it. For example, if you run a busy quick-service restaurant, you may want to speed up customer service or optimise space. In contrast, if you operate a full-service restaurant, you may need an easy way for waiters to input orders without crowding the kitchen or counters.
Choose the right device
Once you’re clear about the purpose of your self-service kiosk, the next step is to choose a device. Consider ease of use. The last thing you want is a device that’s difficult for customers to use or requires several minutes of explanation. That defeats the purpose and experience of a self-service kiosk. The same goes for your staff. Choosing a solution that integrates directly with your POS and kitchen display system can help your team fulfil more orders quickly.
Next, match device specs against your requirements. If freeing up counter space is a key requirement, consider a compact device, which can be fixed anywhere – on a wall, a flat surface or a floor stand. A compact design can also give you space to add more than one kiosk to your store or restaurant to take even more orders.
Set up your kiosk
Choose a good spot in your store or restaurant. Depending on the device you choose, you may not need a technician to install it. For example, all the mounting hardware needed to install Square Kiosk is included in the box, requiring zero service visits. Plus, if you change your mind about a kiosk location, you can uninstall it and move it to another location.
While physically installing a self-service kiosk takes about an hour, the whole project, from planning and prototyping to full deployment, can take several months for large, custom solutions. The timeline depends on factors like scope, vendor selection and whether the self-service kiosks are off-the-shelf or custom-built.
Promote your kiosk
Your self-service kiosk is only helpful if your customers use it. Inform customers about your kiosk and find ways to boost adoption. In-store signage can introduce customers to the kiosk and provide easy instructions. You can also encourage customers to use the kiosk by offering a discount on orders placed via the self-service kiosk.
Self-service kiosk FAQs
Are self-service kiosks replacing workers?
Self-service kiosks are not intended to eliminate jobs, but rather to shift staff toward higher-value, customer-focused tasks. In essence, self-service POS systems can offer employees an array of benefits:
- Repetitive task management, including order-taking and payments, so staff can focus attention on customer service, food prep and table maintenance.
- More engaging work for employees, such as resolving issues, upselling in person and ensuring a smoother dining experience.
- Labour optimisation to help manage peak hours.
- Reduced manual entry, so teams can focus on speed and quality, reducing stress and errors during rushes.
Why would people use self-service kiosks?
Self-service kiosks offer customers convenience, speed and control. Many customers will use kiosks because they make ordering faster, reduce wait times and can provide a more personalised or private experience.
What is the difference between a kiosk and a machine?
While all self-service kiosks are machines, not all machines are kiosks. Kiosks are interactive and user-facing, designed for self-service, while ‘machines’ is a broader term that includes any mechanical or automated device, often without any user interaction.
