Dive Brief:
- Kiosks are increasing in popularity among consumers. About 61% of users want more kiosks to be available in restaurants for ordering, compared to 57% in 2024 and 36% in 2023, according to Tillster’s 2025 Phygital Index Report, a survey of 1,500 QSR and fast casual U.S. consumers.
- A quarter of consumers said they order from cashiers less frequently than the year before, and 42% of kiosk users have ordered from a kiosk at least once a week.
- Consumers said they prefer kiosks because they can review their orders for accuracy and find the channel is more convenient, quicker and can offer more customization, Tillster said.
Dive Insight:
Kiosk adoption among QSRs and fast casual chains has accelerated over the past two years because they can free up labor, collect personal data and allow for more upselling. Last year, kiosks became Shake Shack’s largest and most profitable ordering channel. Bojangles is installing the devices across its system and Wendy’s is accelerating the deployment of digital kiosks. Steak ‘n Shake added facial recognition to its self-ordering kiosks last year as well. Yum Brands and Restaurant Brands International have also been working on adding the devices across brands.
Kiosks typically lead to higher average tickets since they automatically try to upsell consumers, instead of relying on human cashiers to do so. Tillster observed that 76% of kiosk users ended up buying more than they intended on occasion. Kiosks also help customers explore the menu and add customizations through various prompts. Sixty-two percent of users said they were “surprised” by a menu item or order customization of which they were not aware, compared to 60% of users in 2024.
“Chain operators can use kiosk customization options to tailor offerings to regional preferences by location and highlight relevant add-ons,” Tillster said in the report. “This provides a valuable opportunity to connect with a local customer base through personalized experiences that result in higher engagement and increased up-sells.”
A March 2025 report from William Blair echoed Tillster’s report on consumer attitudes towards kiosks. The analyst firm noted that 72% of respondents to its survey of 500 consumers said they were comfortable with using in-store kiosks, compared to 59% in March 2024. The analyst firm believes that kiosks can help drive more digital interactions over time.
