How Self-Service Kiosks are Changing Customer Behavior

Man using a self service kiosk in an airport

Self-service kiosks have become a transformative force, reshaping consumer behavior across industries. These interactive terminals, akin to user-friendly mobile interfaces, are prevalent in retail, hospitality, healthcare, banking, and transportation. Market Research Future predicts the self-service technology market will reach around USD 73.8 billion by 2030 from USD 33.2 billion in 2022, signifying significant growth.

Impact on Customer Behavior

1. Convenience

Self-service kiosks streamline the ordering processes, allowing customers to navigate user-friendly interfaces and place orders without waiting in long queues. This results in faster, hassle-free service, elevating the overall customer experience.

2. Customer Empowerment

Providing customization options, self-service kiosks empower customers to personalize orders, reducing the need for staff interaction. Forbes found that 73% of customers prefer to solve problems independently. The self-paced browsing and decision-making process enables customers to explore products at their own pace, enhancing confidence in decision-making and giving customers the independence to make their own choices.

3. New Opinions

There's a notable shift towards self-service options, with over 80% of Gen Z and Millennials preferring restaurants equipped with self-service kiosks. The ease of technology use in daily tasks has driven this change, meeting customer expectations and enhancing their overall experience.

Marketing Potential

1. Engaging Visuals

Interactive displays and visuals on self-service kiosks attract customers, encouraging them to actively engage. This interactive nature allows customers to explore options, discover new products, and make more informed purchasing decisions.

2. Sales Opportunities

Self-service kiosks present opportunities for personalized suggestions based on customer data. Displaying promotions and incentives encourages customers to explore additional products, increasing the average transaction value.

Industries Embracing Self-Service Kiosks

1. Retail Industry

  • Self-checkout kiosks: Retail stores benefit from self-checkout kiosks, providing customers with an independent checkout process and faster service.
  • Apparel and fashion: Clothing stores leverage kiosks for virtual try-ons, allowing customers to personalize their shopping experience.

2. Hospitality Industry

  • Self check-in/out kiosks: Hotels invest in kiosks to streamline check-in/out processes, offering guests a quick and efficient experience.

3. Transportation Industry

  • Self check-in and ticketing kiosks: Airports use kiosks for quick ticketing processes, reducing waiting times and allowing passengers to choose preferences.

4. Restaurant Industry

  • Fast food ordering: Many fast food restaurants have adopted kiosk ordering systems in order to cut down wait times and reduce the amount of employees needed for taking orders.

Self-service kiosks are revolutionizing customer behavior in various sectors by providing convenience, empowerment, and engagement. With their influence on purchasing decisions, order accuracy, and satisfaction, self-service kiosks have become integral to modern business strategies. As industries continue to embrace this technology, future trends like mobile integration and enhanced personalization promise a seamless and customer-centric experience.