Our study revealed that customers feel rushed when ordering from a kiosk if there's a line behind them, which leads to fewer purchases and less experimentation with menu items.
By creating a single line for multiple kiosks, businesses can alleviate this pressure, allowing customers to take their time and make better decisions, ultimately enhancing satisfaction.
The introduction of automated ordering technology has allowed customers more control, but it comes with the downside of increased responsibility to maintain the pace of the line.
Retailers can counteract the rush customers feel by either establishing a single line for multiple kiosks or reassuring customers with messages that mitigate the pressure.
#self-service-kiosks #customer-experience #restaurant-technology #purchasing-behavior #marketing-psychology
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