Should Your Self-Serve Kiosks Offer An Area For Feedback?

Posted on September 30th, 2018 by Breck Hapner

Launching self-service kiosks at your restaurant can be beneficial for both you and your customers for many reasons. It improves order accuracy, it gives customers a greater sense of control with customization options, it can speed up the time in which it takes for orders to be completed and it can help you better monitor customer preferences.

You can also integrate your loyalty & rewards program and offer incentives and specials that can lead to increased sales. What you might not have considered, however, is the opportunity kiosks can provide for collecting customer feedback. Adding an area for feedback can help you better serve your customers and run your business more efficiently, but there are several questions you should ask before implementing a feedback program in your kiosks.

  • What Feedback Should You Seek?
    What kind of feedback are you looking for at your kiosks? Will you be asking about the kiosks themselves or other aspects of your restaurant? Customers won’t yet have received their orders, so it makes the most sense to ask about their experience using the kiosks, such as how easy they found them to use or if there are specific features they would like to see added in the future.

  • How In-Depth Will The Questions Be?
    One of the main reasons that customers appreciate kiosks is that they speed up the ordering process. Asking questions that are too in-depth defeats that purpose. If you are seeking answers to more in-depth questions, be sure to give customers the option to skip the option of providing feedback (in fact, you should always provide that option). 

  • Will Asking For Feedback At Kiosks Affect The Customer Experience?
    In that same vein, since the purpose of gathering feedback is to improve the customer experience, it would be counterintuitive for the survey process to impede the ordering process. If you generally have, say, a busy lunch hour, asking customers for feedback during that time could potentially create longer lines.

  • Will You Ask Every Customer For Feedback?
    Will you ask your customers for feedback every time an order is placed at a kiosk or will it be randomized? Seek quality over quantity in your feedback.

  • How Will You Format Your Questions?
    In general, when asking for feedback the questions should be quick and simple to answer. “Yes,” “No” and “Maybe” questions are more likely to be answered than questions that require customers to type out their answers.

  • When Will You Ask For Feedback?
    It might not be necessary to ask for feedback all the time. Customers who come to your restaurant frequently might grow weary of always having to select whether or not they wish to provide feedback. Consider asking for feedback at specific times, such as when you’ve rolled out a new menu item or loyalty program.

  • What Will You Do With The Feedback You Receive?
    Feedback without action on your part is all but useless. Customers who take the time to share their thoughts with you want to see that their opinions matter. That means taking their feedback and implementing changes based on it when feasible.

Making The Most Of Your Kiosks

Whether you’ve had kiosks at your restaurant for a while, or are just now considering using them, there are so many ways in which they can improve the way you run your business – and asking for feedback from your customers could be in your best interest. 

Just be sure that you know what you’re looking for and that surveying your customers will improve and not damage efficiency. A few trusted resources for further investigation include Advanced KiosksEloZivelo, and Lilitab. At DineEngine®, we build digital experiences – including custom Olo self-service kiosk development – based on customer feedback. Let us know how you want to better serve your customers and we’ll help you serve an exceptional customer experience.