Overview

•  30% of customers surveyed in 2019 said they would prefer to order from kiosks/self-order services.
• When lines are longer however, over half of customers prefer self-ordering.  
•  Customers of all ages were more likely to visit QSR and fast casual restaurants if self-service kiosks were offered.

Trends

•  Accuracy of order is the biggest driver of self-service food ordering, as customers increasingly expect to be able to customize details of their orders.
•  72% of customers surveyed are more comfortable customizing their orders in front of a screen.
• It's also however notes that consumers may never prefer a totally human-less customer service experience and suggested successful restaurants will be those that best integrate the technology with real human interactions in a balanced way.
• While self-service is preferred, user-friendly options that offer a staff member on hand to seamlessly handle ordering errors and to take orders from those unfamiliar with the technology are preferable.
• Shake Shack, Taco Bell, Panera, McDonalds and Sonic Drive-In have all established self-ordering services successfully. 
• Self-service offers a more automated and consistent way of upselling, and self-service platforms are expected to incorporate predictive abilities in order to better do so in the future.