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Ordering Continues to Go Through Massive Shifts, Thanks to New Technology

Our Most Compelling Data:

78% and 77%

77%

Percentage of restaurants who said online checkout and in-app pay drive the most orders, respectively

64%

Percentage of customers who acknowledged the convenience of kiosks

Customer-driven payment methods are on the rise

The past five years have brought rapid change to the restaurant experience.

The pandemic propelled a shift in ordering as technology that enabled social distancing became more prevalent. While social distancing is no longer the norm, that technology has remained. Restaurant leaders told us online ordering via websites and apps drives the most orders at their businesses. Still, while diners use these technologies, they find more traditional experiences to order and pay, such as at a register or with a server, to be most convenient. It makes sense. Ease and simplicity in getting a complicated food order just right is critical. That feeling is important, as 59% of customers told us they probably won’t go back to restaurants that don’t offer convenient ordering and payment methods.

That context may explain why self-serve kiosks appeal to customers. And this is where you want to pay attention. When we surveyed customers about kiosks in 2023, only 15% said it was their preferred payment method. Today 64% of surveyed customers acknowledged their convenience. Of course, not all consumers feel the same about ordering apps and kiosks. Younger diners find the technologies more convenient, so it’s critical to look at who your regulars are, at your community, and at the diners you want to attract when adding new ordering technologies.

Method	18 to 43 years old	44 years and older
In-app ordering and payment	_^78% find this convenient	_^47% find this convenient
Using a self-service kiosk to order and pay	_^82% find this convenient	_^54% find this convenient
Ordering and paying via QR code	_^62% find this convenient	_^33% find this convenient

Key takeaway:

The way we order and pay for everything is changing — and pretty quickly. If you think a newer technology, such as a self-service kiosk, could change the way your restaurant operates for the better — and that your core diners will embrace it or at least give it a try — this is the year to run a test.

Pro tip:

Don’t know where to start on newer ordering technology? Your POS provider likely has ideas that match the profile of your restaurant. Start a conversation and see whether they have examples that mirror the changes and growth you want to create in the next year.

Oakberry Açaí signed up as early adopters after Square Kiosk launched in Canada. The chain operates more than 700 locations across the globe, serving a mix of bowls and smoothies to hundreds of customers daily. By adding a self-service kiosk to its technology stack, Oakberry Açaí can share its menu with customers more easily, keep lines moving faster, and increase sales.

One of the most appealing features of Oakberry Açaí is the ability to add and customize layers of flavors and toppings, from chia pudding and granola to protein powder and peanut butter crumbs. Ordering through Square Kiosk means customers can build their açaí bowl exactly to their own tastes.

We’ve also seen shorter lines, less waste, and an increase in the average order, because it’s so fast and easy for customers to add on extra items, like a coconut water or an Oakbar.”

– Maverick Bides, general manager at Oakberry Açaí, Vancouver, Canada

The tide is turning on QR codes

The world is familiar with QR codes. But in 2025 consumer and restaurant leader opinions on them have drifted apart.

Just 43% of consumers think QR codes are convenient, while 44% of consumers find QR codes to be somewhat inconvenient. On the flip side, 74% of restaurant leaders told Square that QR codes are convenient for their businesses. QR codes are inexpensive, save on menu printing costs, and still drive a lot of business for many restaurants. Sixty-seven percent of restaurant leaders said that orders come in via QR codes, which is more than self-service kiosks.

Order volume matters, of course. But so do customer preferences. As restaurant leaders increase their investment in payments technology, it’s critical to keep customer preferences top of mind. Moving toward payment options that will grow your business and your customer base will be the wisest investment in 2025. And restaurant leaders seem to already understand that. In the year ahead, 70% of restaurant leaders said they plan to increase investment in a mobile app, while 68% said they plan to increase the number of payment integrations they offer.

Key takeaway:

Pay attention to the payment methods that drive the most orders at your business, and keep consumer and staff preferences in mind. Sticking with your tried-and-true payment options, but adding a newer automated payment system (like a self-service kiosk) could not only free up staff time spent taking orders. It can increase customer satisfaction at your business.