Kiosk vs Counter: Which In-Store Ordering System Is Right for Your Restaurant?

In today’s fast-paced foodservice landscape, restaurant owners are faced with a growing number of technology decisions. One of the most pivotal? Choosing between in-store kiosk ordering and traditional live counter service. Both methods can significantly shape your guest experience, impact efficiency, and ultimately influence your bottom line.

So how do you decide which is best for your business? Let’s break down the pros and cons of each system—and why many successful restaurants are now embracing a hybrid approach.

In-Store Kiosk Ordering: The Digital Efficiency Booster

Self-service kiosks have exploded in popularity, especially in fast-casual and quick-serve environments. These touchscreen interfaces allow customers to browse menus, customize orders, and pay—all without waiting in line.

✅ Pros of Kiosk Ordering

• Faster Throughput: Kiosks help reduce bottlenecks at the front counter. During busy hours, multiple customers can place orders simultaneously.

• Higher Ticket Sizes: Kiosks consistently suggest sides, drinks, and upgrades. This smart upselling can lead to an 8–15% increase in average check size.

• Improved Order Accuracy: Customers select exactly what they want—no middleman, no miscommunications.

• Lower Labor Costs: One or two kiosks can handle the ordering load of multiple employees, freeing up staff for food prep or customer service.

• Data & Loyalty Integration: Kiosks make it easy to capture customer preferences, promote loyalty programs, and streamline feedback collection.

• Contactless Convenience: Customers value hygiene and autonomy, especially post-COVID. Kiosks offer a touch-optional, seamless ordering experience.

❌ Cons of Kiosk Ordering

• Initial Investment: Hardware, software, and customization require upfront capital.

• Technical Issues: Like all tech, kiosks can fail—potentially causing service interruptions or frustration.

• Learning Curve: Not all customers are tech-savvy, especially older guests or those with accessibility needs.

• Lack of Personal Touch: Some diners miss the friendliness and recommendations that only a human can provide.

In-Store Live Counter Ordering: The Classic, Human Approach

For decades, ordering from a staff member at the counter has been the norm in restaurants. And for many businesses, it still works—especially where guest interaction is a priority.

✅ Pros of Live Counter Ordering

• Human Connection: Friendly staff can make guests feel welcome, understood, and appreciated.

• Order Flexibility: Special requests? Allergies? Complex substitutions? A live team member can handle it with empathy and skill.

• Low Tech Barrier: No need to teach customers how to use a screen. Great for all ages and comfort levels.

• Immediate Feedback: Customers can ask clarifying questions and get instant responses.

❌ Cons of Live Counter Ordering

• Slower During Rushes: With limited staff, long lines can lead to wait time complaints.

• Higher Labor Requirements: More staff means more scheduling, training, and labor costs.

• Missed Upsell Opportunities: Staff may forget to suggest add-ons, especially when lines are long and the pace is fast.

• Inconsistent Service: Human error and varying personalities can lead to unpredictable guest experiences.

Hybrid Model: The Best of Both Worlds?

Increasingly, restaurants are adopting a hybrid system, offering both kiosk and counter ordering. This strategy gives customers the freedom to choose their preferred method.

• Kiosks handle quick, transactional orders with upsell prompts.

• Counters support customers who want human interaction or need assistance.

This dual-approach boosts flexibility and can cater to a wider customer base, balancing efficiency and service quality.

Which One Should You Choose?

The ideal ordering system depends on your business goals, customer demographics, and operational structure.

Choose Kiosks if you:

• Want to increase order speed and average ticket size

• Serve a tech-comfortable customer base

• Need to optimize labor usage

Stick with Counter Service if you:

• Emphasize hospitality and personalized service

• Regularly handle special requests or dietary modifications

• Serve a community that prefers human interaction

Consider a Hybrid Setup if:

• You want the efficiency of kiosks and the warmth of staff

• You’re scaling across locations and need flexible service models

• You’re future-proofing your business for both tech-savvy and traditional customers

Ready to Modernize Your POS?

Whether you’re ready to roll out kiosks or optimize your live counter setup, our team is here to help. We specialize in helping restaurants select, implement, and succeed with cutting-edge Toast POS systems that include kiosk support, integrated loyalty, real-time analytics, and more.

Contact us today and let’s find the ordering system that works best for your restaurant—and your guests.