WARMINSTER, PA, SEPTEMBER 13, 2024 –
What is QSR?
The term ‘QSR’ stands for Quick Service Restaurant, with other industry terms for such restaurants including ‘fast-casual’ and ‘fast-food’. The core components of QSRs are typically a limited menu, a casual atmosphere, and limited seating. As is in the name, the ultimate aim of such restaurants is to provide quick and efficient service to customers.
What Are Self-Service Kiosks?
Self-service kiosks allow customers to complete various tasks independently, often without employee assistance. Self-service kiosks are inherently versatile due to the range of hardware and software components involved in their construction. The hardware typically includes one (or even two) touchscreen displays, a payment device, a printer, and a scanner.
The Rise of Self-Service in Quick Service Restaurants
As a result of this versatility, self-service technology has steadily become an essential part of many industries, including QSR. With the benefits being proven repeatedly, there has been a steady expansion of self-ordering and self-checkout technology in QSRs. This blog will explore the wide-ranging advantages of self-service kiosks for QSR customers and businesses alike.
The Benefits of Self-Service for QSR Customers
Reduced Wait Times
Firstly, one of the major advantages of the self-service kiosk in QSR settings is reduced wait times for customers. By empowering customers to place orders independently, QSRs can significantly speed up the order entry process and keep lines to a minimum. This is especially important during peak hours as long lines can be enough to turn potential customers away.
Contactless & Convenient
As suggested, the self-serve kiosk provides a convenient, contactless option for QSR customers. In recent years, there has been a gradual shift in consumer preferences towards self-service, with the recent pandemic only expediting this trend. The self-serve kiosk is a welcome alternative for those who wish to avoid unnecessary contact with employees.
Increased Order Accuracy
The self-service kiosk is also an excellent way to achieve increased order accuracy. Due to the often loud and busy nature of QSR environments, it can be easy for customers to be misheard and for things to be missed in the ordering process. So, by turning the task of ordering over to the customer and removing the verbal exchange of information, Quick Service Restaurants can minimize the chance of human error.
Self-service kiosks not only enhance order accuracy, but also contribute to a more relaxed ordering experience for customers. Unlike traditional manned counters, self-service kiosks allow customers to leisurely browse the menu and review their order before confirming, reducing the feeling of being rushed and ultimately enhancing the customer experience.
Customization
As suggested, self-service kiosks make it easier for customers to customize orders. Without the subconscious pressure to communicate orders to staff members as quickly as possible, self-service kiosks enable customers to leisurely browse the menu and make adjustments and customizations to orders without feeling judged.
The self-service technology used in many modern QSRs also offers a highly visual and enticing way for customers to complete the order entry and order customization process. The large, high-definition touchscreens typically used enable QSR patrons to customize their order, input special requests and see changes reflected in real time, often with images.
Accessibility
Self-service kiosks are also beneficial in terms of accessibility. Today, kiosks come in all shapes and sizes, making it easier for QSRs to provide an accessible experience for all customers. For instance, ADA devices can be incorporated to ensure a comfortable customer experience for those with impaired fine motor skills, reading difficulties, or impaired vision.
In turn, the self-serve kiosk’s software components can also cater to multilingual communities. By enabling customers to select and then order in their preferred language, QSRs can boost accessibility and thus, customer satisfaction.
Improved Omnichannel Experience
Omnichannel marketing involves the communication of a consistent message and experience across all of a brand’s possible touchpoints and platforms, both online and in-person. For modern QSRs, the self-service kiosk has become a central part of the omnichannel strategy.
For example, an increasingly common part of the omnichannel strategy is a customer loyalty program, often in the form of a mobile application. Loyalty apps enable customers to place orders ahead of time, browse the menu, collect points, receive tailored coupons, and more. So, in QSRs offering such programs, self-service kiosks can be fitted with scanners to allow customers to easily scan QR codes and coupons during the order entry process.
Improved Customer Experience
Considering each of the above benefits, it is clear that self-service kiosks can significantly enhance the overall experience of QSR customers. Whether through order accuracy, customization abilities, or all of the above, the self-service kiosk is a proven way to boost customer satisfaction.
The Benefits of Self-Service for QSR Businesses
Labor Optimization
One of the major benefits that self-service technology can offer a QSR business is labor optimization. By making order entry the customer’s responsibility, staff can be redistributed to other value-adding areas of the business, whether this be food preparation, the drive-thru, or general kitchen management.
Reduced Labor Costs
Following this, the lower number of staff required for self-service technology means that QSRs can also expect to see reduced labor costs. Likewise, despite the sizeable initial investment, self-service kiosks also tend to be less expensive to operate and maintain over time.
Consistent Service
Self-service technology is an excellent way for those in the QSR industry to ensure consistent service, both within a single branch and across all locations. By removing the human element, all customers are more likely to have a consistent ordering experience.
Data Collection & Insights
Self-service kiosks can also let a QSR business analyze valuable customer data. With self-service technology, management can collect valuable customer information over time and make adjustments accordingly. For example:
Menu: By analyzing the popularity of certain menu items and order combinations, QSR chains can create special offers and make data-informed changes to the menu and/or prices.
Restaurant Traffic: With information on peak hours, QSRs can plan ahead regarding staff numbers and inventory levels to ensure smooth operations and positive customer experiences during busy periods.
User Experience: With touchscreens and biometric technology, self-service kiosks can be used to track how customers place their orders (eg: eye movements, ordering pathways). QSRs can utilize this data to cultivate the optimum UX design for their business.
Boosted Revenue
In many ways, self-service technology enables QSRs to boost sales and revenue. Firstly, self-service is reported to speed up the order entry and checkout process, allowing QSRs to process more orders quickly. Secondly, it is also noted that the average order size increases when customers order via self-service. Finally, when not used by customers, self-service kiosks can also be used for digital signage. In this way, QSRs can boost sales by promoting special offers and other marketing materials.
Scalability
With increasing expectations for a seamless and convenient fast food experience, self-service technology has a key role to play. Given the lower number of staff typically required and the ability to process more customers in a given time, self-service kiosks are generally easier for QSR businesses to scale.
Havis SC-2000 Self-Service Kiosks
The SC-2000 from Havis is a family of premium self-checkout and self-service kiosk solutions designed to support changing business environments.
How The Havis SC-2000 Enhances The QSR Experience
With a sleek, intuitive design and seamless integration with Zebra’s KC50 & TD50 Touch Displays, the SC-2000 from Havis provides a modern and ergonomic experience for QSR customers. Available in countertop, tabletop, and pedestal variations, the SC-2000 is highly versatile and helps QSRs to adapt to the changing business environment. Plus, with single or dual display mounting options that enable both portrait or landscape orientations, the SC-2000 can easily be tailored to fit a QSR’s exact requirements.
To learn more about the host of additional benefits the SC-2000 can bring to the QSR industry, visit our website here.
Conclusion
To conclude, self-service kiosks have been transformative for QSRs worldwide and continue to bring a myriad of benefits. For customers, self-service technology enhances the overall QSR experience through enhanced customization options, increased order accuracy, reduced wait times, and more. For QSR businesses, self-service solutions help to streamline operations and reduce costs while providing valuable customer insights. With the new SC-2000 Kiosk Series from Havis, businesses can achieve continued success and efficient operations despite the ever-changing nature of the QSR environment.
ABOUT HAVIS
Havis, Inc. is a privately held, ISO 9001-certified company that is the leader in providing robust and reliable end-to-end technology mounting and mobility solutions in demanding environments. The Havis legacy dates back over 80 years as a trusted designer and manufacturer of critical equipment that ensures technology is accessible, secure and reliable.
Havis’s engineering and manufacturing teams are committed to consistently researching and developing unique products and solutions for a range of industries worldwide. With headquarters in Warminster, PA, and additional locations in Plymouth, MI, Burnsville, MN, and in the UK, Havis currently employs more than 400 team members. For more information on Havis, please call 1.800.524.9900 or visit http://www.havis.com.
