The way people order food has changed a lot A self-ordering system is no longer just a modern touch. It has become a powerful tool that can transform how you manage your restaurant. A self-ordering system lets customers place their own orders using kiosks, QR codes, or even their mobile phones. This reduces mistakes, speeds up service, and gives your guests more control over their dining experience. Not long ago, customers were unsure about using these digital systems. They preferred face-to-face interactions with staff. But everything changed during the pandemic. With social distancing and safety concerns, people started accepting and even preferring contactless solutions. Now, digital ordering has become a part of everyday life. A recent study by Fortune Business Insights reported that the global self-ordering kiosk market is expected to reach RM143 billion by 2024. This shows how fast the industry is growing and why many restaurants are already moving in this direction.
Why Self-Ordering is Important for Restaurants?
You know how difficult it is to manage staff shortages, long queues, and mistakes during peak hours. A restaurant self-ordering system can help with all of this. When customers order themselves, you reduce the pressure on your team. At the same time, your diners get quicker service and more accurate orders.
These systems also give you consistency across different outlets. Whether you have one branch or ten, customers can enjoy the same smooth ordering process everywhere. At the same time, you can still add local dishes for each branch based on customer taste. This flexibility makes digital ordering one of the most useful tools for restaurants today.
How Customer Behavior and the Pandemic Accelerated Adoption
Before the pandemic, many people still preferred traditional ordering. But the sudden shift to digital during COVID-19 made contactless services a new standard. Customers now expect the same smooth experiences they get from shopping online or using mobile banking.
In fact, according to Deloitte, more than 60% of customers prefer self-ordering kiosks at quick service restaurants because they feel faster and more convenient. This shift in customer behavior means you must keep up with technology if you want to meet their expectations.
Types of Self-Ordering Systems
Self-ordering systems are not all the same. Each option has its own use, depending on how you serve your customers.
Self-Ordering Kiosks
These are large touchscreen devices placed at the front of your restaurant. Customers can browse your menu, see pictures of dishes, and place their order in just a few taps. They can even switch languages instantly, making them perfect for tourists or diverse communities. One added advantage is upselling. A kiosk never forgets to suggest a drink, side dish, or dessert, something that a busy cashier may overlook.
Table Ordering Systems
With table ordering, customers scan a QR code or use a tablet at their table. They can browse the menu, place their order, and pay without waiting for staff. This frees your servers from rushing to take orders, giving them more time to interact with guests and make their dining experience better. It also helps speed up table turnover, which means you can serve more guests during busy hours.
Mobile and Contactless Platforms
These systems let customers use their own devices. Whether it is through your restaurant’s app or social media links, diners can order and pay directly from their phones. Since almost everyone already carries a smartphone, this option gives maximum convenience.
Key Benefits of Self-Ordering Systems
One of the biggest benefits of self-ordering systems is accuracy. Mistakes happen when staff mishear orders, especially in noisy environments. But when customers place their own orders, the chances of error drop sharply. Moreover, they can add as many customizations as they want. Systems like EasyEat make it simple for them to do this.
Speed is another big advantage. Self-ordering systems can handle multiple orders simultaneously, reducing waiting times during busy hours. Faster service means happier guests and more tables served in less time.
There is also a clear link between self-ordering and higher sales. Yum Brands, the company behind KFC and Pizza Hut, reported that kiosk orders are on average 10% higher compared to counter orders. This is because customers spend more time browsing the menu and are more likely to add extras when there is no pressure.
Deep Dive into Restaurant Self-Ordering Kiosks
Self-ordering kiosks are often the first step restaurants take. Their main function is to display your menu, let customers customize their order, and process payment. These kiosks connect directly with your POS system and kitchen display screens, so orders flow smoothly from customer to kitchen without delays.
They can also drive sales with smart features. For example, they can suggest meal upgrades, display promotional offers, or highlight loyalty rewards. Over time, kiosks also collect valuable customer data. This helps you understand ordering patterns and create better promotions.
Table Ordering Systems
Table ordering is becoming more common, especially in dine-in restaurants. Instead of waiting for a server, guests scan a QR code or use a tablet on the table. This system lets you reduce order-taking mistakes while freeing up staff to focus on hospitality.
Research shows that table ordering can reduce table turnover time by up to 10 minutes per group (Deliverect, 2023). This means faster service for customers and more revenue opportunities for you.
Future of Self-Ordering Systems
The next phase of restaurant self-ordering is all about personalization. With AI and data, these systems can remember customer preferences, dietary needs, and even suggest dishes based on past orders. For example, if someone often orders a burger and fries, the system may suggest adding a drink or dessert.
Chatbots and virtual assistants are also being added. These can guide customers in real time, answer questions, and collect instant feedback right at the table or kiosk. In the near future, your guests will not just be ordering food; they will be interacting with smart systems that make their experience smoother and more enjoyable.
Challenges of Implementing Self-Ordering Systems
Like any new technology, there are challenges. Some customers, especially older ones, still prefer traditional service. You can solve this by offering a hybrid approach. Train your staff to guide hesitant customers, and keep traditional ordering available while introducing digital options slowly.
Another concern is cost. A good self-ordering system requires investment in hardware and software. But think about the long-term savings, reduced labor costs, fewer mistakes, and higher average order sizes. Many providers also offer flexible payment plans, so the system pays for itself in a few months.
System integration can also be tricky if you are using older POS systems. However, modern providers design their solutions to work with most POS platforms, so integration is easier than it seems.
Think about how much smoother your restaurant could run if orders were accurate, service was faster, and customers spent more on every visit. That is what a self-ordering system can do for you. Whether you start with kiosks, table ordering, or mobile platforms, the key is to begin now. Restaurants across the world are already seeing the benefits, and customers in Malaysia are expecting the same digital experience they enjoy in other parts of their lives. By adopting a restaurant self-ordering system, you can meet those expectations and prepare for the future.
