Kiosks are Transforming Quick-Service Restaurants – Here’s How

The quick-service restaurant (QSR) industry faces a constant balancing act: delivering fast, seamless guest experiences while controlling labor costs. In an era of staffing shortages and rising wages, self-service kiosks have emerged as a powerful solution.

By automating the ordering process, kiosks speed up transactions, improve order accuracy, enhance customer satisfaction, and increase sales through smart upselling. Forward-thinking QSRs leverage this technology to boost their bottom line without sacrificing guest experience.

A faster, more accurate ordering process

Guests expect quick, frictionless service when they visit a QSR. Traditional counter service can lead to long wait times, incorrect orders, and inconsistent upselling. On the other hand, Kiosks allow customers to browse the menu at their own pace, customize their orders, and confirm selections before checkout—reducing errors and improving overall satisfaction.

According to a Tillster study, 65% of customers said they would visit a restaurant more often if self-service kiosks were available. McDonald’s, for example, has reported that kiosks help reduce order wait times by 40%, streamlining service during peak hours.

For restaurant owners, this means shorter lines, happier guests, and a more efficient front-of-house operation. Kiosks also provide an opportunity to display high-quality visuals of menu items, making dishes more appealing and influencing purchasing decisions.

Cutting labor costs without compromising service

Labor is one of QSRs’ biggest expenses, and staffing shortages have made it even harder to maintain service quality. Self-service kiosks help restaurants optimize labor allocation by reducing the number of employees needed at the front counter.

Instead of assigning multiple staff members to take orders, restaurants can reposition team members to food preparation, guest assistance, or other operational tasks. This shift not only cuts costs but also enhances the overall guest experience by ensuring that the right resources are focused where they’re most needed.

Case in point: Esmail Suleiman, owner of FelFel Mediterranean in Denver, reduced his order-taking staff from three people to just one expeditor after installing kiosks. As a result, he maintained service speed while lowering labor costs, now at 23.7% of revenue.

For QSRs struggling to balance labor costs and service expectations, this model proves that kiosk technology isn’t about replacing employees but redistributing resources to improve efficiency.

How kiosks increase revenue through upselling

Unlike human cashiers, who may forget or feel uncomfortable suggesting upgrades, kiosks are programmed to upsell consistently. Whether offering a larger drink, adding extra toppings, or promoting combo deals, kiosks naturally encourage customers to spend more.

McDonald’s found that kiosk users spend about $1 more per order, leading to a 30% increase in average check size. These small but consistent upsells quickly add up, helping restaurants drive more revenue with every transaction.

Beyond upselling, kiosks can offer loyalty program sign-ups and personalized recommendations based on past orders. This capability helps QSRs build repeat business and strengthen customer relationships.

Overcoming guest resistance to kiosk adoption

While many guests appreciate the convenience of kiosk ordering, some may hesitate to use them—especially older customers or those unfamiliar with digital interfaces. To ensure a smooth transition:

• Offer a hybrid approach: Keep traditional ordering options available for customers who prefer face-to-face interaction.
• Educate guests: Have staff nearby to assist first-time users and encourage adoption.
• Optimize kiosk placement: Position kiosks in high-traffic areas to make them more accessible and intuitive.

Restaurants implementing kiosks successfully focus on enhancing—not replacing—the human experience.

Implementing kiosk technology in your restaurant

For QSRs looking to integrate self-service kiosks, success lies in a thoughtful rollout. Consider these best practices:

• Seamless POS integration: Ensure kiosks sync with your existing systems for smooth operations.
• Staff training and guest support: Employees should be ready to assist customers unfamiliar with kiosk ordering.
• Maintain traditional ordering options: Some guests still prefer human interaction—offering both choices keeps everyone happy.

Self-ordering kiosks aren’t just a passing trend—they’re a game-changing tool that helps QSRs cut costs, boost sales, and enhance guest experience. By embracing this technology, restaurant operators can stay competitive in an industry where speed, convenience, and efficiency are more important than ever.