Coffee

Simply put, people are willing to pay a premium to avoid contact—and will continue to do so, even after the pandemic. According to McKinsey, “Post-crisis spending on in-restaurant dining is expected to be lower than pre-crisis levels, largely because consumers will still be wary of being in densely populated public spaces.” And “after the pandemic, consumers will likely spend more on food delivery, prepared foods and groceries than they did before the pandemic.”

Self-service retail models give people a way to access the goods and services they want, without contact—a choice that has become increasingly popular as of late. This is especially true in the food service industry, where restaurants and food retailers have turned to self-service to help customers minimize contact with cashiers, servers and each other.

For example, the following solutions have been widely adopted:

• No-touch menus that can be accessed via QR codes rather than handed out on paper
• Contactless payments like EMV cards and mobile wallets such as Apple Pay, Google Pay and Samsung Pay
• All-in-one mobile apps that allow customers to order, pay and pick up orders at curbside
• Electronic tablets that enable customers to order and pay from their table

In addition to increasing safety, these types of self-service technologies can decrease labor costs, and ultimately, increase customer satisfaction.

And it’s likely that even long after COVID is behind us, the demand for self-service will remain—or become even stronger. As consumers become more reliant on the convenience and safety it provides, they are likely to seek out more self-service options in the future.

Even before the pandemic, the ease and convenience of digital offerings were shifting consumer expectations. But after months of isolation and contact reduction, consumers have become even more accustomed to the perks of the digital experience online: customization, rapid payment and delivery, saved preferences, and, of course, minimal or no contact. Those expectations are driving consumers to seek out digital-driven experiences that provide those same benefits in the physical space.

To meet this demand, operators and retailers will continue to look for ways to provide safer, more convenient experiences—and self-service digital kiosks offer exactly that. Just as online platforms like Amazon and Netflix save user preferences and offer immediate gratification, a self-serve digital kiosk gives consumers a faster, easier way to access the products and services they want. That ease of use and almost infinite flexibility—with the added bonus of a nearly contactless experience—is what consumers are looking for in an increasingly digital world.

With that in mind, we expect to see retailers adapting their experiences across the board in order to serve their customers digitally—whether they’re installing touchscreens for ordering, implementing mobile apps or adding new digital payment options like mobile wallets. Customers will continue to expect a seamless digital experience with minimal contact, and with technologies evolving rapidly, operators have more ways than ever to meet those expectations.