Self-service kiosks are now a core piece of hospitality tech, and it’s official: customers love them. They’re fast, simple, and let guests personalise their orders without pressure. These kiosks aren’t just a trend anymore – they’re a critical part of the quick service restaurant ecosystem.
And it’s not just customers who benefit. Operators see fewer queues, better order accuracy, and higher spend per customer. With labour costs rising, kiosks are also a smart way to trim overhead and keep things running smoothly.
No wonder more restaurants are rolling them out. Let’s break down the major benefits and why they work best as part of a centralised, integrated EPOS tech stack.
What is a self service kiosk?
A self-service kiosk is a touchscreen device that lets customers order and pay on their own. These kiosks display the full menu and let users customise items, select extras, and check out using contactless, mobile, or chip & pin payments. Orders are sent directly to the kitchen, helping staff focus on food prep or customer service.
Most kiosks also include calorie and allergen info, meal deals, and upselling prompts. They can be wall-mounted, freestanding, or countertop models depending on your space. And when connected to your POS or EPOS system, updates and reports can be managed centrally.
Why are self service kiosks getting more popular?
Customer behaviour has changed since the pandemic – they’ve got used to the process of online ordering, and kiosks can provide the same quick and personalised experience. Self service kiosks can also help reduce overhead costs for your business; assisting increasing sales through upselling.
By automating the ordering process, restaurant staff will have more time to handle other tasks to keep the business running.
Although you often see kiosks in quick service restaurants and fast food restaurants, they are also really effective for grab and go canteens and cafes. For example, our customer The British Library has several kiosks in both their London and Boston Spa locations. As of April 2025, the Boston Spa site completed 65% of sales on the kiosks.
Benefits of self service kiosks in restaurants
Self order kiosks are growing in popularity, and can offer a few major benefits to your restaurant.
Increased profits
On average, customers will spend more when ordering food through the kiosk than through a server using an EPOS till.
You’ll no longer have to rely on staff to highlight your promotions or add ons, as your self service kiosk can intuitively push upselling prompts as customers build their order. This can include menu deals, as well as extra toppings or premium sides. As this is a low pressure environment, customers will feel more freedom to order exactly what they want.
Reduced wait times
Kiosks keep the line moving. Instead of one cashier serving one person at a time, kiosks let multiple customers place orders simultaneously. This speeds up the front-of-house flow, especially during peak hours.
After ordering, customers can step aside to wait, freeing up the counter area and avoiding bottlenecks. Potential guests won’t be put off by long lines, and staff won’t be overwhelmed during busy periods.
Better order accuracy
As customers are completing the order themselves, the margin for error will decrease. Customers know exactly what they’re ordering, and adding images for menu items can help further so they can visualise what they’re getting. Your kitchen won’t waste time preparing unordered items, and you won’t have to deal with customer complaints.
The kiosks can also be used to display calorie, allergen and dietary info for each item, making it easier for customers to make an informed choice.
Save on Labour Costs
With labour costs rising, self-service kiosks help you do more with fewer staff. Rather than manning tills, your team can focus on prep, customer experience, and cleanliness. That improves service quality while cutting costs.
You also avoid the challenges of hiring during labour shortages. With kiosks handling front-of-house tasks, you can run leaner without sacrificing quality.
Empower Customers
People like control. Kiosks give them that. No pressure, no rush – they can explore the menu, customise their order, and pay on their own terms.
This boosts customer satisfaction, especially for younger guests used to digital experiences. It’s the same appeal that makes self-checkout and mobile banking popular. Self-service tech creates smoother, more enjoyable experiences.
Plus, kiosk interfaces can be tailored to different languages, accessibility needs, or customer segments.
Capture Valuable Customer Data
Kiosks are great for insights. Every transaction helps you understand what’s selling, what’s not, and who your customers are. Integrated with your EPOS or CRM, kiosks can help build loyalty programmes, enable targeted promotions, and track buying patterns.
By analysing this data, you can fine-tune your menu, pricing, and marketing. Smart operators use these insights to increase repeat visits and improve margins.
What to look for when buying a self service kiosk
There are a few key features you should be looking out for:
- Menu layout – you should be able to organise your menu how you want to, with the option to add photos for each item.
- Upselling prompts – you should be able to easily add upsell prompts and menu modifiers to help to boost your profits.
- Payment options – your kiosk should be able to offer contactless and mobile payments, as well as chip and pin.
- Integrated with EPOS solution – you should have the ability to instantly manage updates centrally via your existing EPOS or POS system to ensure menus and pricing are consistent. This will stop you from having to learn or use different systems to manage your menus.
Overall, the kiosk should be quick to use and manage and work with your existing EPOS solution for central management and reporting.
Should I invest in a self service kiosk?
Most quick service or fast food restaurants will have some form of mobile ordering in place, so you may be wondering if a kiosk will be worth the investment. No two restaurants are the same, so whether a kiosk will be effective or not will depend on how yours operates.
Of all the digital ordering channels, kiosks will be the most visible and easiest to use for your in-store customers. They require no customer setup, are extremely intuitive and are visually appealing to customers. Overall, the benefits of kiosks in restaurants will help you cut costs in your business long term. Boosting profits, improving the customer experience and increasing operational efficiency.
Looking for a self service kiosk for your business? We have a range of options so you can choose between counter, wall mounted or a full freestanding double sided model. Whether you operate a grab and go canteen, busy takeaway, or even need a portable option for a festival or event, we can work with you to find the best EPOS and kiosk solution. Get in touch with us to learn more and for a free demo.
