The Research is In!
In a recent study 1,000 customers who had eaten at a quick-serve-restaurant in the last three months were surveyed. What was discovered is that wait time has really become a very impactful part of how they choose their experience. Customers are unwilling to wait a certain amount of time. The study found that only 36% of customers would wait in line if there were more than five people ahead of them.
Ordinarily, a customer would leave if the line was too long, however the study found 80 percent of customers would order from the kiosk if the line was five people or longer and 61 percent would use the kiosk if the line was four people or longer, according to the study.
The study also argued that interest in self-service kiosk is growing across every age group:
- 18-24 year olds are more than 70% likely to visit a restaurant if it had a kiosk option;
- 25-34 year olds are 65% more likely to visit;
- 45-54 year olds are 60% more likely; and
- 55+ year olds are 40% more likely.