Self-service kiosks vs. in-person ordering: Which drives more sales?

The verdict is in: diners want to self-order. A recent Tillster poll reveals that 61% of consumers want more restaurant self service options available, citing higher customer satisfaction, faster service, and greater control (1). What were once futuristic luxuries used by global giants like McDonald's and Wendy's are now standard in quick service restaurants of all sizes.

But here's the real question restaurant owners are asking: are self-service kiosks just convenience, or actual revenue generators? They're both! Digital ordering systems consistently drive up average order value through personalized upselling. A Hamburg Business School study found fast-food customers spend 14 to 16 percent more using self-ordering technology (2). These benefits of restaurant kiosks also include reducing order errors and freeing staff for food preparation and enhancing the overall guest experience. Gen Z and Millennials overwhelmingly prefer digital self-ordering, making these touchscreen solutions essential for future-proofing restaurants.

Leading technology providers like Otter have documented how self-service kiosks boost sales and streamline operations. In this article, we'll explore why kiosks outperform traditional ordering—from increased profits to enhanced loyalty—and show you how to adopt this technology successfully alongside human support.

Why kiosks increase average order value and how they do it

Unlike traditional counter service, self-ordering kiosks encourage guests to browse menu items at their own pace, free from the pressure of a waiting cashier or a line behind them. Their ability to provide a relaxed, engaging, and personalized ordering experience has led to an overall higher average order value (AOV)—customers are spending more time considering add-ons and exploring different options.

The numbers are compelling: Hathaway Service Solutions found that self-service kiosks increase AOV by up to 30% (2). McDonald's similarly reported a significant jump in average check size after rolling out their point-of-sale kiosks, largely due to strategic upselling implementation (3). These systems excel because they can consistently suggest combos, recommend smart add-on items, and present limited-time offers without hesitation or fatigue.

Self-checkout kiosks leverage several key upselling mechanics that drive these impressive results. Combo prompts appear at optimal moments during ordering, smart add-ons suggest complementary items based on current selections, and timed offers create urgency for premium upgrades. Unlike human cashiers who may forget to mention promotions or feel awkward about persistent upselling, kiosks deliver these prompts consistently and naturally.

Otter Kiosk takes this a step further with intelligent upselling through intuitive kiosk software. Menu items are recommended to customers at exactly the right moment, based on real-time data and popular combinations. Reda, Otter customer and owner of IDK Philly, states, "When our customers use the kiosk, they keep adding, adding, and adding, to their orders. In my mind, I feel like they don't have anybody judging them on what they're getting so they just add more and it bumps the sales up." By leveraging data-driven insights and intuitive design, self-service kiosks transform every order into an opportunity for higher sales, no matter the size of the restaurant.

Looking to boost average order value with smarter ordering flows? Otter integrates directly with kiosk interfaces to support real-time menu updates and upsell prompts.

Operational efficiency: How kiosks free your team and reduce friction

Self-service kiosks are transforming restaurant operations by eliminating bottlenecks and optimizing workflow at every step of the customer experience. During peak hours, restaurant self service technology can handle multiple simultaneous orders while dramatically shortening wait times and minimizing delays—creating a smoother experience that keeps customers satisfied and returning.

The backend benefits of implementing retail kiosk solutions include:

• Shorter lines and faster service: Multiple guests can place orders simultaneously through touchscreen interfaces, reducing bottlenecks and keeping traffic moving during busy periods without additional staff.
• Fewer order errors: Orders are entered directly by customers and sent instantly to the kitchen display system (KDS), eliminating miscommunication and costly mistakes from misheard requests while improving order accuracy.
• Reduced labor costs: With self-service payment kiosks handling routine order entry and contactless transactions, managers can reallocate staff to higher-value roles such as food preparation, guest hospitality, or managing mobile pickups.
• Menu consistency across locations: Centralized menu management allows updates and promotions to be rolled out instantly and consistently across all stores, ensuring brand standardization whether on countertop units or standing kiosks.

This operational flexibility proves especially valuable for restaurants facing labor shortages or fluctuating staffing needs. Kiosks provide consistent service without breaks, sick days, or performance variations, ensuring smooth operations even during the busiest rushes. Multi-location brands operating across campuses and growing independents particularly benefit from centralized menu control, which streamlines promotion management and maintains consistency across diverse markets.

Integration capabilities further amplify these operational advantages. Modern kiosk systems can sync directly with existing POS systems and kitchen display systems, reducing manual entry and keeping all ordering channels aligned. Order management platforms, like Otter's, consolidate orders from kiosks, online platforms, and delivery apps into unified management dashboards, making it easier for teams to track, fulfill, and analyze every transaction in real time.

The result? A more efficient, less stressful in-store environment where staff can focus on what matters most: delivering exceptional food and memorable customer experiences.

What customers actually prefer: Gen Z and Millennial

The rise of self-service kiosks directly responds to the evolving preferences of today's diners, especially Gen Z and Millennials. These digitally native generations have grown up with smartphones, apps, and instant gratification—they expect the same seamless, self-directed experience when ordering food that they get from every other aspect of their digital lives.

Recent research shows that 84% of Gen Z and 82% of Millennials choose restaurants with self-serve kiosks over those without (4). The behavioral drivers behind these preferences reveal why fast food ordering kiosks have become essential rather than optional:

• No judgment, no pressure: Kiosks allow guests to order without feeling rushed or scrutinized by staff or other customers. Young diners regularly share online that self-service technology has become essential for comfortable ordering. Reddit users describe kiosks as removing "the embarrassment or unease that can come from speaking to someone," while TikTok is filled with posts celebrating the ability to customize orders privately without fear of judgment.
• Control and customization: 82% of Gen Z and 86% of Millennials say it's easier to choose what they want on a kiosk, with 77% of Gen Z specifically appreciating the ability to browse menus on their own terms (4). This generation values the ability to take their time, compare options, and make modifications without external pressure, often resulting in larger order sizes.
• Reduced social anxiety: For the many young diners who experience ordering discomfort, kiosks offer a stress-free alternative. A 2023 survey found that 3 in 10 Americans report anxiety when ordering at restaurants (5). "Menu anxiety" particularly affects younger generations—up to 86% of Gen Z has experienced restaurant ordering stress, triggered by decision pressure, queue anxiety, and fear of mispronouncing items. Kiosks eliminate these stress points by allowing unhurried browsing and visual menu exploration.
• Tap-and-go convenience: 83% of younger customers believe kiosks are quicker than ordering through staff, and 68% of Gen Z diners specifically prefer kiosks over counter ordering (6). This preference stems from mobile-first expectations—kiosks mirror familiar app-based interactions with tap-to-pay options, contactless payments, and seamless integration with smartphone experiences that this generation expects from every transaction.

For restaurants, meeting these expectations isn't just about convenience—it's about capturing and retaining the customers who will drive future growth. Establishments that fail to adapt to these digital-first preferences risk losing ground to competitors who understand what modern diners actually want.

When kiosks and humans work together (and why it's the winning model)

The most successful restaurants don't choose between technology and hospitality—they blend them strategically. The hybrid model, where self-service kiosks and staff work side by side, delivers the best of both worlds: operational efficiency, order accuracy, and the warm, personal touch that drives customer loyalty and repeat visits.

Enhancing hospitality through smart technology deployment

Self-ordering kiosks streamline routine transactions like order entry and contactless payment processing, freeing up valuable staff to focus on what technology cannot replace: delivering memorable guest experiences and solving complex customer needs. When employees aren't confined to POS terminals, they become available to:

• Provide personalized assistance: Greet first-time visitors, help guests navigate kiosk interfaces, and assist customers who prefer human interaction
• Handle complex orders: Manage special dietary requests, customizations, and menu questions that require detailed knowledge
• Create upselling opportunities: Engage in table-side recommendations, suggest add-ons during food delivery, and build relationships that increase customer satisfaction

This approach proves especially valuable in high-volume quick service restaurants and fast-casual locations where throughput is critical but the guest experience cannot be compromised. During peak lunch rushes, kiosks process standard orders while staff focus on table delivery, problem resolution, and creating those personal moments that transform one-time visitors into loyal customers.

Higher throughput with enhanced service quality

The hybrid model allows restaurants to serve more guests efficiently while maintaining service standards. Kiosks excel at reducing wait times and eliminating order errors through direct customer input, while redeployed staff can focus on:

• Maintaining clean, welcoming dining environments
• Delivering orders with personal touches and recommendations
• Monitoring guest satisfaction and addressing concerns immediately
• Managing mobile order pickups and delivery coordination

This combination enables restaurants to increase customer capacity without sacrificing the hospitality that differentiates them from competitors.

The winning hybrid restaurant workflow

Here's how successful restaurants implement the hybrid model:

Staff positioning for maximum impact:

• Kiosk Ambassador (Peak Hours): Stationed near self-service stations to assist hesitant customers and ensure smooth operation
• Table Service Coordinator: Focuses on food delivery, upselling opportunities, and guest check-ins
• Guest Experience Manager: Circulates dining area, handles special requests, and maintains service quality standards
• Kitchen Liaison: Coordinates between front-of-house technology and back-of-house operations for seamless workflow

Why this model delivers superior results

Operational efficiency: Kiosks handle routine orders and reduce bottlenecks, while staff tackle higher-value tasks that directly impact customer satisfaction and revenue.

Scalable flexibility: Perfect for restaurants with varying traffic patterns, allowing quick adaptation between self-service and full-service modes based on staffing and demand.

Customer choice: Tech-savvy diners enjoy autonomous ordering while guests preferring traditional service receive personalized attention—accommodating all preferences without operational complexity.

Revenue optimization: Staff focus on meaningful upselling opportunities and relationship building rather than transaction processing, leading to higher average order values and improved customer retention.

By combining the speed and consistency of self-service kiosks with irreplaceable human hospitality, restaurants create a sustainable competitive advantage that drives both operational excellence and long-term customer loyalty.

How Otter helps restaurants adopt self-service technology — without the headaches

Adopting self-service kiosks can seem daunting when considering menu synchronization, order tracking, and managing multiple systems. However, retail kiosk solutions don't have to create operational complexity. Otter's integrated ecosystem addresses these challenges directly, enabling restaurants—from single-unit independents to fast-growing chains—to implement self-service technology smoothly according to their specific needs.

• Unified menu management eliminates one of the biggest implementation hurdles. Operators can sync menus across their existing POS system and kiosk interfaces in real time through Otter POS, ensuring every update, special, or price change appears instantly across all channels. This synchronization prevents the costly errors and customer frustration that result from menu inconsistencies between ordering platforms.
• Consolidated order tracking transforms operational chaos into streamlined efficiency. Rather than juggling multiple tablets and systems, Otter consolidates orders from kiosks, online platforms, and delivery apps into a unified dashboard through Otter Integrations and Otter POS. Kitchen staff can focus on food preparation while managers maintain real-time visibility across all ordering channels through an intuitive interface.
• Performance analytics provide the insights necessary for optimization. Otter Analytics reveals which menu items generate the most add-ons, tracks limited-time offer performance, and measures upsell effectiveness. Multi-location operators can compare performance across stores and systematically roll out successful strategies, turning data into actionable growth opportunities that address their business needs.
• Commercial-grade hardware ensures reliability during peak service periods. Otter's kiosks are engineered for high-traffic restaurant environments, combining durability with intuitive interfaces that reduce customer confusion and service delays. Whether deployed as countertop units or standing kiosks, the immersive Android-based systems offer flexibility for various restaurant layouts.

Flavor District, a virtual food hall in North Carolina, demonstrates these benefits in practice. The concept manages multiple independent vendors through a single kiosk system, with Otter handling menu management across diverse cuisines, consolidating orders from multiple brands, and providing unified analytics that help optimize vendor performance and customer experience. This implementation allowed Flavor District to operate efficiently while maintaining the flexibility each vendor needed.

The self service kiosk meaning has evolved from convenience add-on to operational necessity. Otter's approach removes the traditional barriers to adoption, allowing restaurants to focus on what matters most: delivering exceptional food and service.

Frequently Asked Questions

Do restaurant kiosks increase sales and revenue?

Yes, restaurant kiosks consistently increase sales by 14-30% according to multiple industry studies (2). Self-service kiosks drive higher average order values through:

• Visual menu displays that encourage add-ons
• Strategic upsell prompts at optimal moments
• Pressure-free browsing that leads to larger orders
• Personalized recommendations based on order history

The Hamburg Business School study found customers spend 14-16% more when using self-ordering technology. Otter's analytics platform tracks these benefits of kiosks in restaurants, providing real-time data on average order value increases and upsell performance.

How to integrate self-service kiosks with existing POS systems?

Modern self ordering kiosk integration typically takes 1-2 weeks for most restaurants. The process involves:

• Menu synchronization with your current POS system
• Payment processing setup for self service payment kiosks
• Kitchen display system configuration
• Staff training on dual-channel operations

Otter's restaurant kiosk solutions integrate with major POS providers including Otter, Square, Toast, and Clover, automatically syncing orders and inventory in real-time without disrupting existing workflows. The self-service kiosk solution adapts to your specific needs whether you're a single location or managing multiple campuses.

Do self-service kiosks replace restaurant staff?

No, self-service kiosks complement existing staff rather than replace them. According to industry data, restaurants using kiosks typically maintain the same staffing levels while reallocating employees to higher-value tasks:

• Food preparation and quality control
• Customer hospitality and assistance
• Mobile order management and delivery coordination
• Kiosk support for customers who need help

This approach improves job satisfaction while maintaining the human connection customers value, ultimately reducing labor costs through better efficiency rather than fewer employees.

Can restaurants use both kiosks and traditional cashiers?

Yes, hybrid ordering models are increasingly popular and effective. Restaurant self service platforms support flexible operations where customers can choose between:

• Traditional counter ordering with staff
• Self-service kiosks for independent ordering
• Staff-assisted kiosk ordering for complex requests
• POS terminals that convert to kiosk mode during peak times

This flexibility ensures all customer preferences are accommodated while optimizing operational efficiency during varying demand periods. Whether customers prefer self-service options or traditional service, the kiosk system adapts to provide the best guest experience.

Modern restaurant technology should enhance both customer experience and operational efficiency. Self-service kiosks represent a proven opportunity to increase revenue, streamline operations, and meet evolving customer expectations when implemented with the right technology partner and strategic approach.