The narrative around restaurant automation often paints a dystopian picture: robots replacing workers, technology eliminating jobs, and the slow death of human interaction in dining. But something very different is happening on the ground at restaurants across the country.

Rather than replacing workers wholesale, forward-thinking QSR operators are discovering that kiosk technology allows them to redeploy existing staff into roles that create more value for customers and more satisfaction for employees. It’s not a labor shortage—it’s a labor evolution.

Key Data Points:

• 70% of restaurant operators report having job openings that are tough to fill, while 45% say they don’t have enough employees to support existing customer demand
• Bars and eateries lost a net 25,500 jobs in Q1 2025—the lowest quarterly performance since late 2020
• More than 74% of operators expect wages to increase in 2025
• 68% of QSRs now use handheld devices for line-busting or table-side ordering
• 65% of operators are adopting new technologies like self-service kiosks, AI-powered drive-thrus, and labor-management systems

The Staffing Crisis Is Real

The numbers paint a stark picture of the restaurant labor shortage. Currently, 70% of restaurant operators report having job openings that are tough to fill, while 45% say they don’t have enough employees to support existing customer demand. This isn’t a temporary blip—it’s the new operational reality.

The situation worsened in early 2025. Bars and eateries lost a net 25,500 jobs in Q1 2025, marking the lowest quarterly performance since late 2020. Meanwhile, more than 74% of operators expect wages to increase in 2025, adding additional pressure to already thin margins.

For restaurants trying to deliver excellent service while managing rising costs and persistent staffing challenges, the traditional model simply isn’t working anymore. Something has to change.

Technology as a Strategic Response

Faced with these challenges, 65% of operators are adopting new technologies like self-service kiosks, AI-powered drive-thrus, and labor-management systems. But the most successful implementations aren’t about cutting headcount—they’re about reimagining how restaurants deploy their most valuable asset: human employees.

The key insight driving this shift is simple: not all tasks require human judgment, personality, and problem-solving skills. Taking routine orders at a counter is important work, but it doesn’t leverage the unique capabilities that human employees bring to restaurants. When technology handles these transactional tasks, people can focus on work that genuinely requires a human touch.

The Redeployment Revolution

Innovative restaurant operators are rethinking their entire service model around this principle. Iwona Alter, COO of The Habit Burger Grill, describes how they’re testing host positions where employees act as concierges for customers: “definitely a lot more texture and intimacy as to how the hospitality can happen in the restaurants today.”

This isn’t just feel-good rhetoric—it’s a fundamental reimagining of QSR staffing solutions. Instead of standing behind a counter processing routine orders as quickly as possible, employees can:

The Kiosk Ambassador Role That Provides Personalized Assistance

Some customers need help navigating menus, understanding options, or accommodating dietary restrictions. Others have questions about ingredients or want recommendations. When self-service kiosks handle straightforward orders, staff become available to provide this high-touch assistance to customers who need it most. At Bite, we call this role “Kiosk Ambassador.” It’s a simple way to redeploy your existing staff to drive kiosk adoption.

This creates a better experience for everyone. Tech-savvy customers who prefer to order independently can do so without waiting in line, while customers who value personal interaction receive more attentive service than they would in a traditional counter-order model.

Focus on Food Quality and Presentation

One of the most common redeployments involves moving staff from front-of-house order-taking to back-of-house food preparation and quality control. Additional hands in the kitchen mean faster ticket times, more consistent food quality, and better ability to handle customization requests accurately.

This operational shift addresses one of the biggest complaints customers have about fast-casual dining: inconsistent execution. When your team isn’t stretched thin trying to simultaneously take orders and prepare food during rush periods, quality improves across the board.

Enhance Cleanliness and Atmosphere

Restaurant cleanliness has always mattered, but post-pandemic, customer expectations around sanitation have intensified. Redeploying staff to focus on maintaining dining areas, cleaning tables quickly between customers, and ensuring bathrooms stay pristine creates visible value that customers notice and appreciate.

Similarly, having staff available to check on dining customers, refill drinks, or address issues promptly transforms the dining experience in ways that drive repeat visits and positive reviews.

Manage Complex Situations

Technology excels at handling routine transactions, but it can’t manage the unexpected situations that arise daily in restaurants. Upset customers, incorrect orders, equipment malfunctions, and unique requests all require human judgment and empathy.

When routine orders run through kiosks, staff have the bandwidth to address these situations properly rather than rushing through them while worrying about the growing line at the counter.

The Employee Experience Improves Too

Restaurant automation often triggers concerns about job satisfaction and employee morale, but the reality of thoughtful kiosk implementation is often the opposite. Many employees prefer roles that involve more customer interaction, problem-solving, and variety over the monotony of taking orders during eight-hour shifts.

Front-line restaurant workers consistently report that the most stressful part of their job is managing the pressure during peak periods when lines extend out the door and every customer interaction feels rushed. Kiosks alleviate this pressure by distributing the order-taking workload, creating a calmer work environment where employees can focus on doing their jobs well rather than just doing them fast.

This improved work experience has tangible benefits for operators struggling with turnover. When jobs become more engaging and less stressful, retention improves—reducing the costs and disruptions associated with constantly recruiting and training new staff.

Doing More with the Staff You Have

Perhaps the most compelling argument for kiosk adoption in the current labor market is simple: you can serve more customers with your existing team. When bottlenecks at the counter disappear, throughput increases without adding headcount.

Technology like Bite’s kiosk platform allows restaurants to handle peak-period volume that would otherwise require additional cashiers. During lunch rush, instead of customers waiting in a single line for multiple cashiers, they can immediately access any available kiosk and complete their order in a fraction of the time.

This increased throughput doesn’t just mean happier customers—it means more revenue generated by the same number of employees. In an industry where labor costs are rising and finding qualified workers remains difficult, this operational efficiency becomes a crucial competitive advantage.

The Strategic Shift

The restaurants thriving despite the labor shortage share a common approach: they view restaurant automation not as a replacement for human workers, but as a tool that amplifies what their existing team can accomplish.

This requires letting go of traditional assumptions about restaurant staffing. The optimal QSR operation in 2025 doesn’t look like the optimal operation from 2015. Customer expectations have evolved, technology capabilities have advanced, and labor market realities have fundamentally changed.

Forward-thinking operators are embracing this evolution. They’re eliminating the bottlenecks that frustrated customers and stressed employees. They’re creating new roles that leverage human strengths rather than fighting against human limitations. And they’re building more resilient operations that can deliver excellent service even when perfect staffing remains elusive.

Beyond the Binary Choice

The conversation around restaurant technology too often presents a false choice: either embrace automation and lose the human element, or resist technology and struggle with operational challenges. The operators successfully navigating today’s labor market reject this binary thinking.

They recognize that self-service kiosks and human hospitality aren’t opposing forces—they’re complementary elements of modern service delivery. Technology handles what technology does best, freeing humans to do what humans do best.

The result is restaurants that run more efficiently, employees who find their work more rewarding, and customers who receive better service across every interaction. That’s not a labor shortage being managed—it’s a labor evolution being embraced.

In a market where 68% of QSRs are already redeploying staff through technology, the question isn’t whether to adopt this approach. It’s whether you’ll lead this evolution or struggle to catch up while competitors pull ahead.

When most restaurant operators consider self-service kiosks, they focus on the obvious benefits: faster service, reduced labor costs, and shorter lines. But there’s a less visible advantage that’s transforming bottom lines across the industry—one that many operators don’t fully appreciate until they see it in their own numbers. Restaurant customers who interact with self-service kiosks typically purchase 10% to 30% more than those who order from cashiers. This isn’t a minor uptick or a statistical anomaly. It’s a fundamental shift in purchasing behavior that directly impacts restaurant kiosk ROI and transforms the economics of quick-service operations.

Key Data Points:

• Restaurant customers ordering via kiosks typically purchase 10% to 30% more than those who order from cashiers
• Ticket sizes average 12% to 20% higher with kiosk ordering, with some restaurants reporting increases as high as 30%
• One QSR found that kiosk-linked loyalty scans boosted spend per order by 21% and overall loyalty engagement by 31%
• 82% of operators reported positive impact on service speed, while 63% saw higher check sizes from upsell prompts
• 76% of kiosk-enabled restaurants reduced wait times, 67% increased check sizes, and 69% improved order accuracy

The Numbers Don’t Lie

The data supporting higher average order value through kiosk ordering is remarkably consistent across different restaurant formats and geographies. Ticket sizes average 12% to 20% higher when customers order from self-service kiosks rather than cashiers, with some restaurants reporting increases as high as 30%.

These aren’t just theoretical projections—they’re real-world results from thousands of restaurant locations. In one particularly compelling case, a QSR chain found that kiosk-linked loyalty scans boosted spend per order by 21% while simultaneously increasing overall loyalty engagement by 31%. That’s the kind of dual benefit that drives meaningful business transformation.

Industry-wide surveys reinforce these findings. Research shows that 82% of operators reported a positive impact on service speed after implementing kiosks, while 63% saw higher check sizes specifically attributed to upsell prompts built into the ordering interface.

Why Kiosks Drive Higher Spending

The revenue impact of restaurant kiosks isn’t magical—it’s psychological. Several factors combine to create an environment where customers naturally spend more:

The Removal of Social Pressure

When ordering from a human cashier, customers often feel subtle pressure to make quick decisions and keep the line moving. This rushed environment doesn’t encourage browsing, customization, or consideration of add-ons. There’s also a social hesitation around asking for modifications or adding multiple extras that might seem indulgent.

Self-service restaurant kiosks eliminate this pressure entirely. Customers can take their time exploring menu options, reading descriptions, and considering upgrades without worrying about holding up other guests or being judged by staff. This relaxed decision-making environment consistently leads to larger orders.

Strategic Visual Presentation

Kiosks present menu items with high-quality images, detailed descriptions, and logical organization that makes the entire menu more discoverable. Items that might get overlooked during a verbal exchange with a cashier become visible and appealing on a digital interface.

The visual nature of kiosk ordering also makes add-ons and upgrades more tangible. When customers can see exactly what an extra topping or premium ingredient looks like, they’re more likely to add it to their order.

Intelligent Upselling at the Right Moment

Perhaps the most powerful aspect of upselling technology is timing. Well-designed kiosk software knows exactly when to suggest relevant additions to an order. After a customer selects an entrée, the system might highlight complementary sides. Before checkout, it can remind them about desserts or drinks.

These prompts aren’t random—they’re data-driven suggestions based on what other customers typically order together. The recommendations feel helpful rather than pushy because they’re contextually relevant to what the customer has already selected. Bite’s AI-powered upsell technology, Bite Lift, is the best-in-class solution in the kiosk market. 

Human cashiers, no matter how well-trained, can’t consistently deliver this level of personalized, perfectly-timed upselling during every transaction, especially during busy periods when speed becomes the priority.

Customization Freedom

Modern consumers love customization. They want their orders exactly how they like them, and kiosks make customization effortless. The ability to easily modify ingredients, adjust portion sizes, and build personalized meals encourages customers to create their ideal dish—often resulting in premium additions that increase the ticket size.

This customization isn’t just about revenue. It also drives customer satisfaction. When people get exactly what they want, they’re more likely to return and become regular customers.

The Loyalty Connection

The integration of loyalty programs with kiosk ordering creates a powerful revenue multiplier. When customers scan their loyalty accounts at a kiosk, they’re not just earning points—they’re also receiving personalized recommendations based on their purchase history.

This personalization drives both immediate revenue through targeted upsells and long-term revenue through increased engagement. The 31% boost in loyalty engagement that one QSR experienced isn’t just about more frequent visits—it’s about creating customers who have a deeper relationship with the brand and consistently spend more per visit.

Maximizing Average Order Value Without Alienating Customers

The key to successful kiosk upselling is balance. The most effective upselling technology doesn’t bombard customers with endless prompts or create friction in the ordering process. Instead, it makes strategic, relevant suggestions that genuinely enhance the customer’s meal.

Modern kiosk platforms like Bite engineer their upselling features specifically to maximize average order value while maintaining a smooth, enjoyable user experience. The system might suggest a popular dessert, but it won’t delay the ordering process or force customers through multiple screens of add-ons they’re not interested in.

This sophisticated approach respects the customer’s time and autonomy while still capturing revenue opportunities that would otherwise be missed. It’s why customers consistently report positive experiences with kiosk ordering, even as operators see dramatically higher ticket sizes.

The Compounding Effect on Revenue

When you combine a 12% to 30% increase in average order value with faster service that allows you to serve more customers during peak periods, the revenue impact compounds quickly. A restaurant that implements kiosks isn’t just making each transaction slightly more valuable—it’s fundamentally transforming its revenue potential.

Consider a location serving 500 customers per day with an average ticket of $12. A conservative 15% increase in average order value adds $1.80 per transaction, or $900 per day. That’s $328,500 in additional annual revenue from a single location—and that’s before accounting for the ability to serve additional customers thanks to reduced wait times.

Scale this across multiple locations, and the restaurant kiosk ROI becomes impossible to ignore.

Beyond the Initial Investment

The upfront cost of implementing self-service kiosks can seem substantial, but the revenue impact makes the payback period remarkably short. When ticket sizes increase by double-digit percentages while labor efficiency improves and customer satisfaction remains high, the return on investment isn’t just positive—it’s transformative.

The restaurants capturing the 20% to 30% increases in average order value aren’t using standard, basic kiosk systems. They’re deploying intelligent platforms that understand customer psychology, leverage data effectively, and create genuinely better ordering experiences.

In an industry where margins are notoriously thin and every percentage point matters, the 10% to 30% revenue lift from kiosk ordering isn’t just an interesting statistic—it’s a competitive necessity that separates market leaders from those struggling to keep pace.

The following is a guest post from fellow HNGRY Trends member Brandon Barton, CEO of Bite and co-host of The Simmer podcast.

There are no shortage of restaurant tech companies. Despite trends of consolidation, there are more companies pitching ‘just-right solutions’ for the moment each year. The natural reaction to this abundance of choice is to recoil, reject it, and go with the easiest, laziest choice– an all-in-one solution. For some parts of the restaurant stack in certain segments, this works and might even be my recommendation. But in the name of hospitality, can we all agree that our guests deserve better than a cookie-cutter, “engineering side project” ordering experience? Hospitality is holistic. Now, more than ever, guests are evaluating your brand on your digital experience and I’m here to tell you that “all-in-one” stops at the guest experience. 

Read the full article on HNGRY.com

Key Data Points:

• QSR market valued at $406.17 billion in 2024, projected to reach $662.53 billion by 2029
• Wingstop’s sales jumped nearly 21% year-over-year in Q3
• Chipotle’s same-store sales rose 6% while Cava posted 18% growth
• Labor costs for full-service restaurants have grown by 73.9% since 2017, compared to 60.2% for QSRs
• 71% of customers prefer restaurant-specific apps and websites to third-party solutions

The quick-service restaurant industry stands at an inflection point. Valued at $406.17 billion in 2024, the QSR market is projected to surge to $662.53 billion by 2029—a staggering 63% increase in just five years. But this growth isn’t being distributed evenly. Some brands are capturing outsized market share while others struggle to keep pace, and the difference increasingly comes down to one factor: technology investment.

The question facing every QSR operator today isn’t whether to invest in restaurant technology, but rather which technologies will deliver the greatest competitive advantage in an increasingly crowded marketplace.

The Winners Are Pulling Away

Look at the performance numbers from recent quarters, and a clear pattern emerges. Fast casual chains like Wingstop saw sales jump nearly 21% year-over-year in Q3. Chipotle’s same-store sales rose 6% during the same period, while Cava posted an impressive 18% growth rate.

These aren’t just good numbers—they’re exceptional in an industry where single-digit growth is typically considered strong performance. So what separates the winners from the rest of the pack?

The answer lies in how these brands are leveraging technology to create better customer experiences, streamline operations, and adapt to rapidly changing consumer preferences. As Cava CEO Brett Schulman observes: “As the country gets more diverse, people’s palates are shifting, seeking bolder, more adventurous flavors, and at the same time, they’re more interested in health and wellness.”

Meeting these evolving expectations requires more than just menu innovation. It demands operational excellence, and that’s where restaurant technology investment becomes the key differentiator.

The Labor Cost Challenge

One of the most pressing challenges facing QSRs today is the dramatic rise in labor costs. Since 2017, labor costs for full-service restaurants have grown by 73.9%, compared to a 60.2% increase for quick-service establishments. While QSRs have fared somewhat better, a 60% increase in labor costs over seven years still represents a significant pressure on margins.

This labor cost trajectory isn’t reversing anytime soon. Minimum wage increases continue rolling out across developed countries, and competition for quality employees remains fierce. Traditional approaches to managing these costs—cutting staff hours or reducing service levels—often backfire by degrading the customer experience and driving guests to competitors.

Forward-thinking QSRs are taking a different approach: strategic technology deployment that allows them to do more with their existing workforce while actually improving service quality. This isn’t about replacing human employees wholesale—it’s about using technology to handle routine transactions and tasks, freeing staff to focus on food quality, customer service, and the complex situations that truly require human judgment.

Technology as the Great Differentiator

The QSR brands capturing the most growth share several common characteristics in their approach to technology:

Speed and Convenience

Today’s customers expect fast service, but they also expect convenience and control. Self-service kiosks address both needs simultaneously, reducing order times while giving customers the ability to browse menus, customize orders, and check out at their own pace without feeling rushed by a line behind them.

The impact on throughput is substantial. During peak hours, kiosks can handle multiple transactions simultaneously that would otherwise bottleneck at a single cashier station. This means serving more customers in the same time window without compromising the quality of any individual interaction.

Higher Transaction Values

QSR market trends clearly show that growing revenue isn’t just about serving more customers—it’s about increasing the value of each transaction. Technology enables this in ways that feel natural to customers rather than pushy.

Digital kiosks excel at strategic upselling. They can suggest complementary items, highlight limited-time offers, and present upgrade options at exactly the right moment in the ordering journey. These suggestions don’t feel like high-pressure sales tactics because customers maintain complete control over their final order.

The data backs this up: restaurants deploying modern self-service technology consistently report higher average check sizes compared to traditional counter ordering. The increase isn’t marginal—it’s significant enough to materially impact overall revenue.

Better Customer Data

Perhaps the most undervalued aspect of restaurant technology investment is the data it generates. Every digital interaction creates insights into customer preferences, popular menu items, peak ordering times, and opportunities for operational improvement.

This data becomes a strategic asset. QSRs can use it to optimize menu offerings, adjust staffing levels, refine marketing campaigns, and personalize the customer experience. Brands that leverage this data effectively gain compound advantages over competitors still operating on intuition and anecdotal observations.

Operational Efficiency

Behind the scenes, integrated technology systems streamline everything from inventory management to staff scheduling. Modern point-of-sale systems communicate with kitchen display systems, supply chain management tools, and analytics platforms to create a seamlessly connected operation.

This integration reduces errors, minimizes waste, and ensures that managers have real-time visibility into business performance. When problems arise, they can be identified and addressed immediately rather than discovered days later through manual reporting.

Fast Casual Growth and the Technology Connection

The explosive growth rates posted by fast casual chains aren’t coincidental. These brands have consistently been early adopters of restaurant technology, viewing digital transformation as a core strategic priority rather than a nice-to-have enhancement.

Fast casual restaurants occupy a unique position in the market—they offer higher quality and customization than traditional fast food, but maintain the speed and convenience that customers expect from quick-service establishments. Executing this balance requires sophisticated operational systems that can handle complexity without sacrificing speed.

Technology makes this possible. Self-service kiosks, for instance, can guide customers through extensive customization options without slowing down the ordering process. Kitchen display systems ensure that complex orders are prepared accurately. Mobile ordering and payment options give customers even more control over their experience.

Capturing Growth in a Competitive Market

As the QSR market races toward $662 billion, the brands that will capture the lion’s share of growth are those making smart technology investments today. This means:

Choosing proven platforms: Not all restaurant technology delivers the same results. The best solutions combine intuitive user experiences with enterprise-grade reliability. Platforms like Bite’s kiosk software have demonstrated their ability to drive the outcomes that matter most—faster service, higher ticket sizes, and actionable customer insights.

Integrating seamlessly: Technology shouldn’t create more operational complexity. The right solutions integrate with existing systems and workflows, enhancing what already works while fixing what doesn’t.

Scaling efficiently: As brands grow, their technology needs to scale with them. Cloud-based platforms, standardized hardware deployments, and centralized management capabilities make it possible to maintain consistency across dozens or hundreds of locations.

The Path Forward

The $406 billion question isn’t really about market size—it’s about market share. With such substantial growth projected over the next five years, every QSR operator faces a choice: invest in the technology that will help capture a growing slice of an expanding pie, or risk falling behind competitors who are moving faster.

The performance gap between technology leaders and laggards will only widen. Customers increasingly expect digital ordering options, personalized experiences, and frictionless service. Labor costs will continue rising, making operational efficiency more critical than ever. And the brands using technology to meet these challenges head-on will be the ones writing the next chapter of QSR market trends.

The winners have already made their choice. The question is whether others will follow before the opportunity passes them by.