'You don't feel judged': Why we buy more at self-service terminals

"Would you like extra fries? Would you like to go large? Not all people, but I think there's definitely a large proportion of people who may feel judged in those instances, and may say no. Plus, there's really good product imagery on the terminals, so you can see the product, you can see what's in it, you can see all the other products linked to it as well. So there's that."

"And also around upsell. At every opportunity within the customer journey on the terminal, you are asked would you like to add this, would you like to do that? Because you've got more time and you're not being judged, you're very much more inclined to actually say yes to these things."

"Some 61% of customers spend more at a terminal than a till, according to another provider of the technology, Vita Mojo."

Evoke Creative builds self-service terminals used by major chains and institutions. Self-service kiosks reduce social pressure by removing the need to speak with staff, making customers less likely to decline add-ons. Terminals present strong product imagery and linked items, increasing visibility and appeal. Repeated, contextual upsell prompts throughout the ordering journey increase the likelihood of customers accepting extras. Industry data shows a large share of customers spend more at terminals than at traditional tills, supporting the effectiveness of kiosks for revenue growth in fast-food and retail settings.

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