Automation is accelerating.

Business owners are in their automation era and planning to invest even more in 2024.

Now more than ever, business owners are going all in on automation tools.If you didn’t know it already, we’re in the midst of an automation era. Consumer demand for automated solutions is on the rise. Add in the impact on employees and the bottom line, and it's not surprising that business owners are deepening their investment in these tech tools.In 2024, more than half (54%) of restaurant owners plan to put more spending into technology and automation tools. And for retailers focused on growth over the next 12 months, nearly half (43%) plan to automate order tracking, while a similar number (42%) plan to automate payroll and benefits.

54%

of restaurant owners plan to put more spending into technology and automation tools.

43%

of retailers focused on growth in 2024 plan to automate order tracking.

Consumers are expecting automation where it counts.

It’s early days, so investing in automation now may help business owners keep a competitive edge over their peers. Business owners indicate that consumer demand for automation is a key driver behind their investment in automation and tech, especially where it helps free up staff time and improve the customer experience.

DID YOU KNOW?

Sixty-seven percent of retail shoppers prefer automation over assistance from live staff for tasks like checking whether an item is in stock, ordering out-of-stock products, or gathering information about a product.

Try it yourself: You can use AI for help with writing website copy, item descriptions, and even image creation right now with just a few clicks with one of the Square generative AI tools.

“[Artificial intelligence] and automation are transforming businesses and improving their bottom lines. Retailers and restaurants that have started to invest in automation have already seen meaningful benefits through enhanced customer experiences, employee retention, and increased profit margins. After investing in automation, 40% of restaurant owners report an increase in revenue. With the current macroclimate, we believe this technology will be instrumental in enabling businesses to future-proof their operations and overcome the hurdles that inevitably come in running a business.”

— Katie Swett, head of product, eCommerce at Square

Customers don’t just expect automated options at retailers, they want restaurateurs to double down on automation as well.

Seventy-six percent of diners want restaurants to invest in at least one area of automation when they're not at full staff capacity to help fill critical gaps.
They’d like automation tools to help accept payments (37%), make reservations (35%), and track item availability in real time (28%).
Around one in three Gen Z (31%) and millennial (28%) global diners are more likely to dine at a restaurant that uses more automation globally.

U.S. diners were the most likely to dine at automation-forward restaurants over consumers in Australia, Canada, and the UK (17%).

PRO TIP:

When considering where to invest, remember that 76% of consumers would prefer to place their restaurant orders using a kiosk or an online system instead of directly through a staff member. With Square, you can easily set up a kiosk with a Square Stand Mount to allow for easy ordering.