“Self-ordering kiosks are too impersonal.” “They’re only for big chains.” “The ROI isn’t proven.”
If these assumptions sound familiar, you’re not alone. Many business owners dismiss kiosks based on outdated stereotypes or one-size-fits-all critiques, unaware of how modern systems can be tailored to fit their unique needs.
This article dismantles the 10 most persistent myths keeping entrepreneurs from leveraging this technology effectively. By clarifying what kiosks really offer, from boosting order accuracy to freeing up staff for high-value tasks, we’ll help you make informed choices that enhance, rather than hinder, your customer experience and bottom line.
Consider Suntoyo’s guide your roadmap to adopting kiosks with confidence, not confusion.
#1: “Self-ordering kiosks are too impersonal.”
The fear that kiosks erase human connection couldn’t be further from reality. In truth, they often enhance customer interactions by streamlining transactional tasks. Imagine a busy café where staff no longer spend hours reciting menu items or keying in orders. Instead, they’re freed to greet regulars on the ground by name, answer questions about ingredients, or resolve spontaneous issues quickly. Studies show that businesses using kiosks report higher customer satisfaction because employees can focus on meaningful engagement in place of repetitive tasks. The “human touch” isn’t lost; it’s repurposed where it matters most.
#2: “Kiosks are only for big chains, like fast food restaurants.”
This myth assumes small businesses lack the budget or technical expertise to adopt kiosks. Modern solutions are designed for scalability, with modular hardware and subscription-based software that fits businesses of any size. For example, compact countertop kiosks cost less than hiring a part-time employee and integrate seamlessly with existing POS systems. Even solo-owned shops can leverage customizable upsell prompts (e.g. “Add a cookie for $1?”) to boost revenue without corporate-level resources.
#3: “The ROI isn’t proven for small businesses.”
ROI concerns, though valid, often stem from outdated assumptions, not data. Research indicates that businesses using self-ordering kiosks see an increase in order values due to intuitive upsell prompts and reduced order errors. Labor costs also shifted, as instead of cutting staff, teams redirect time and effort to high-impact tasks like inventory management or customer service. Over time, these efficiencies compound, often paying back the initial investment—sometimes within the short window of a year.
#4: “Older customers won’t use them.”
News flash: Age is not a barrier—usability is. Kiosks with accessibility features like large text, voice guidance or tactile buttons see high adoption rates across all demographics. For instance, senior customers often appreciate the ability to take their time reviewing menu options, customizing orders, or repeating instructions without feeling rushed. A simple “Help” button that alerts staff ensures no one feels stranded, enabling swift assistance when it’s needed most.
#5: “Kiosks eliminate jobs.”
Kiosks do not replace people; they redefine roles. Employees transition from repetitive tasks (like order entry) to high-value responsibilities, such as troubleshooting tech issues, curating in-store experiences or managing loyalty programs. Businesses that adopt kiosks often report lower turnover rates as staff feel upskilled and engaged. The result is a team that grows alongside your business, not one that’s phased out.
#6: “Kiosks are only a passing trend.”
Self-service technology is here to stay… and evolve. The global kiosk market is growing steadily as consumers increasingly prefer speed and control. Early adopters gain a competitive edge by reducing wait times and catering to tech-savvy shoppers. Future updates, like AI-driven recommendations, loyalty integrations, and even dynamic pricing, ensure kiosks remain a long-term asset, not a short-lived experiment.
#7: “Integration with existing systems is a nightmare.”
Modern kiosks are built to adapt, not overhaul. Plug-and-play software syncs effortlessly with most POS systems, inventory trackers and loyalty programs. Real-time menu updates (e.g. daily specials or sold-out items) keep operations running smoothly, while APIs allow for custom workflows. The key is partnering with a provider that prioritizes compatibility and offers hands-on onboarding support, and what this means for you is more time focused on running your business and less time trying to figure things out.
#8: “Kiosks reduce order accuracy.”
Digital ordering actually improves precision. Customers can review their selections, adjust modifiers (e.g. no onions) and confirm allergies in a visual, step-by-step process. This removes miscommunication risks like misheard requests or handwriting confusion as a result of human error. Over time, fewer mistakes mean happier customers and less waste, translating directly to cost savings.
#9: “The risk of tech glitches is not worth it.”
Reliability hinges on choosing the right provider. Cloud-based systems with remote monitoring and automatic updates minimizes downtime. For example, if a software bug comes up, patches can be deployed overnight without disrupting operations. Seek providers offering 24/7 support and redundant systems (systems that involve backup or duplicate components) to ensure your kiosks run smoothly, even and especially during peak hours.
#10: “Customization is limited and expensive.”
Today’s kiosks are designed to reflect your brand, and both appear and feel less like a generic template than you might think. From color schemes and fonts to tailored animations and language options, customization is at once affordable and effortless. Plus, flexible software updates let you tweak promotions, menus or loyalty incentives in minutes, ensuring your kiosks evolve as your business does.
Turn Myths into Momentum with Suntoyo
Explore Suntoyo’s self-ordering solutions, engineered for simplicity, reliability and scalability—three of the most important values in today’s competitive business environment. With intuitive designs and dedicated support, we’ll help you implement kiosks that align with your goals and resonate with your customers.
Chat with Suntoyo today to join the future of frictionless service. Together, we put your future in retail/F&B firmly in your hands.
