Ordering Kiosk or Counter Service: What Works Better in Fast-Food Restaurants?

Fast-food restaurants are all about speed, efficiency, and customer satisfaction. Long queues at the register frustrate guests and can cost revenue, while staff are under pressure to take orders quickly and accurately. The question arises more and more: should I invest in an ordering kiosk (self-service kiosk) or does counter service remain more effective? In this blog, we compare both options and show you how Onesix solutions can help your restaurant get the best of both worlds.

Why This Choice Matters

Fast food is all about fast service and high throughput. Every minute counts:

• Long waits? Guests leave or order less.
• Order errors? Costs money and causes frustration.
• Missed upsell opportunities? Less revenue.

The way customers order has a direct impact on your revenue, operational efficiency, and customer satisfaction.

Option 1: Ordering Kiosk

An Onesix Kiosk is an interactive kiosk where customers independently place their order.

Advantages

• Faster throughput Multiple customers can order simultaneously, significantly reducing queues.

• Consistent upselling Onesix kiosks automatically promote extras, premium upgrades, and combos. Research shows this can increase the average order value by 20-30%.

• Fewer errors Customers enter their own order, including modifications and allergen information, minimising mistakes.

• Freed-up staff Your team can focus on kitchen work, service, and hospitality instead of taking orders.

• Data-driven decisions Onesix systems collect valuable data on popular dishes, peak hours, and upselling results, helping with menu optimisation and inventory management.

Disadvantages

• Initial investment can be higher, especially with multiple kiosks.
• Some customers, particularly older guests, may need guidance.
• Less personal contact during the ordering process.

Option 2: Counter Service

Traditional counter service means staff take orders, answer questions, and handle upselling.

Advantages

• Personal contact Staff can advise customers, greet them warmly, and provide extra service.

• Flexibility with special requests Customers can easily communicate modifications, which can sometimes be more difficult with a kiosk.

• Direct interaction when problems arise Any errors can be resolved on the spot, without frustration.

Disadvantages

• Queues during peak times are inevitable.
• Upselling depends on staff and is often forgotten.
• Human errors remain a risk.
• Higher staff costs, especially during busy shifts.

What Does the Data Say?

• Fast-food restaurants using Onesix kiosks see an average revenue increase of 20-35%.
• Throughput times per customer drop significantly, leading to higher capacity during peak hours.
• Customers appreciate the autonomy and speed of kiosks: 68% of millennials and Gen Z prefer self-ordering.
• Traditional service scores better on personal experience with specific groups, such as older guests or families with young children.

The Best Approach: Hybrid Model

The most successful fast-food restaurants today opt for a hybrid model:

• Onesix ordering kiosks for speed, efficiency, and consistent upselling.
• Staff at the counter for customers who want help, have special requests, or value personal service.

Benefits of This Model

• Maximum throughput during busy periods
• Personal service is maintained
• Increased revenue through digital upselling
• Better workload distribution and less stress for staff

Practical Tips for Implementation

1. Start Small

Place one or two Onesix kiosks alongside the counter and evaluate the effect.

2. Train Staff

They should guide customers in using the kiosks and ensure a personal touch is maintained.

3. Optimise the Menu for Kiosks

Use attractive photos, clear descriptions, and strategic placement of popular and high-margin items.

4. Use Data

Monitor orders, upsell results, and peak hours to make continuous improvements.

5. Stay Flexible

Offer both digital and traditional options so all customer groups are satisfied.

Conclusion

Ordering kiosk or counter service? The ultimate solution is a combination of both.

Onesix Ordering Kiosks increase speed, revenue, and efficiency, while counter staff provide personal service and flexibility for special requests. Through this hybrid approach, fast-food restaurants can get the best of both worlds: more profit, faster service, and satisfied customers.

Want to know how Onesix products like Kiosks, QR codes, and POS systems can strengthen your hospitality business? Feel free to contact us and visit this page for a complete overview of our hospitality solutions.