Consumer expectations are soaring in the foodservice industry. Today’s customers demand not just great food, but speed, convenience, and seamless experiences. As technology transforms everyday life, foodservice businesses must keep up. Self-service solutions have moved from a trend to a necessity, driven by changing consumer behaviors. To stay competitive, businesses must embrace this shift or risk falling behind.

1. Rising Consumer Expectations for Instant Access and Convenience

Consumers are more tech-savvy than ever, and this has fundamentally changed how they engage with foodservice brands. According to McKinsey & Company’s research, many customers now prefer digital interactions with brands, particularly after the pandemic, as they look for quicker, more convenient ways to place orders and make decisions. In foodservice, this translates to the need for self-service kiosks, mobile ordering, and even AI-driven chatbots to facilitate smoother, faster transactions (McKinsey & Company).

A PwC report found that 73% of consumers expect businesses to understand their preferences, and 43% would switch brands if they don’t get the immediate service they expect. These findings highlight why foodservice businesses need to stay ahead by offering instant access and self-service options (PwC).

2. The Demand for Speed and Efficiency

Consumers today expect instant gratification. According to Forrester’s Consumer Behavior Research (2021), the desire for speed, convenience, and control is leading customers to favor self-service options. Self-service kiosks and mobile apps are becoming essential tools to meet this demand in foodservice, reducing wait times and allowing customers to efficiently customize their orders (Forrester).

Moreover, HubSpot’s State of Customer Service Report (2021) revealed that 60% of consumers expect businesses to respond to inquiries within an hour. This same expectation extends to foodservice, where customers are seeking fast and frictionless service from the moment they engage with a brand (HubSpot).

3. Personalization and Customization Through Self-Service

Personalized experiences are becoming a key differentiator in foodservice. Zendesk’s Customer Experience Trends (2021) found that 60% of consumers prefer using self-service tools like mobile apps and kiosks to access tailored options for their orders. These solutions allow customers to easily customize meals, whether it’s adjusting a pizza’s toppings or selecting dietary preferences. By offering such personalization, businesses can improve the customer experience and build loyalty (Zendesk).

4. Reducing Labor Costs and Enhancing Operational Efficiency

Self-service solutions not only meet customer needs but also optimize business operations. With kiosks or mobile apps handling ordering and payment, staff can focus on food preparation and customer service. This is particularly crucial in times of labor shortages. According to Accenture’s AI in Customer Service Research, 60% of consumers expect AI-driven solutions to be available around the clock. Automating parts of the ordering process helps businesses meet this demand while improving efficiency (Accenture).

5. The Future Is Omnichannel

The future of foodservice lies in offering seamless experiences across all touchpoints. Salesforce’s State of Service Report (2020) found that 80% of service leaders agree customers expect support anytime, anywhere, and through any channel. In foodservice, offering self-service options via mobile apps, kiosks, or online ordering systems helps create an integrated experience that meets customers wherever they are (Salesforce).

6. The Competitive Advantage of Self-Service Solutions

As competition intensifies in the foodservice industry, businesses that embrace self-service technology gain a key competitive edge. According to Statista’s Global Consumer Survey, the adoption of self-service solutions is becoming a decisive factor for success. Restaurants that implement these technologies can drive higher customer satisfaction, improve operational efficiency, and increase sales (Statista).

Volanté Systems is at the forefront of providing these innovative self-service point-of-sale solutions, enabling foodservice businesses to meet and exceed customer expectations. With a range of customizable solutions — from self-service kiosks to mobile ordering platforms — Volanté helps businesses streamline operations, improve customer experiences, and stay competitive in a rapidly evolving market.

Conclusion

The research is clear: self-service solutions are no longer a luxury; they’re a necessity. As consumer preferences evolve, foodservice businesses must adapt by offering quick, convenient, and personalized experiences. Embracing self-service technology is the key to meeting customer expectations while optimizing operational efficiency. At Volanté Systems, we’re committed to helping foodservice providers navigate this shift and succeed in the digital age.

If you’re looking to modernize your foodservice operations, explore how Volanté Systems can help you enhance your customer experience and drive long-term growth.