CASE STUDY | Client “D” Experiences up to 50% Ticket Lift and Improved Customer Experience

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New technology is buzzing, QSR’s are growing, and the results are in: Kiosks are “The New Black”. A certain restaurant known for its iconic ice cream cone swirl has decided to implement kiosks after a very successful pilot program. Client D has embraced kiosk technology to increase its competitive advantage in the market.

TIME IS MONEY

One location in Texas experienced first-hand what self-order kiosks can do for their business. The owner stated that “the guests dwell time [and] order customization and self-pacing of kiosks provide a higher level of satisfaction.” His location was the first throughout the company to test and install countertop kiosks starting in November 2017. The kiosks allow customers to order their food in less than a minute, although some guests spend longer customizing their orders which leads to a bigger spend. “The functions that were typically done as an art form of suggestive selling by the cashier are now the customer’s choices,” Clarke said.

The pilot not only proved successful with 50% Ticket Lift on orders placed on kiosks vs. the counters, but it also highlighted other areas of improvement. In the past, Client struggled with inefficiencies such as customer experience consistency. Inadequate customer experiences reflect poorly, and Kiosks offer an extremely consistent and reliable solution to this problem.

A BLIZZARD OF NEW TECHNOLOGY

The pilot not only proved successful with 50% Ticket Lift on orders placed on kiosks vs. the counters, but it also highlighted other areas of improvement. In the past, Client struggled with inefficiencies such as customer experience consistency. Inadequate customer experiences reflect poorly, and Kiosks offer an extremely consistent and reliable solution to this problem.

Since Kiosks have been implemented in many of client D’s locations, the average order went up 35-40%, customer satisfaction has been improved and the ratings on the overall dining experience soared. Not only are the customers happy, but the employees are as well. Employees were able to be reassigned to high-value customer service functions such as greet guests and delivering food to customers, with no impact on hours being worked.
Kiosks have yet again proven to be successful when implemented into day to day activities. With higher ticket lift and customer satisfaction, QSR customers should start to expect a more immersive experience in many of their fast food favorites.