8th Annual Kiosk Benchmark Study: An NCR Whitepaper

For this year’s Kiosk Benchmark Study, approximately 19,800 email invitations were sent to the readers of RIS News, Hospitality Technology and Vertical Systems Reseller magazines. The survey response rate was 3%, wi th 542 respondent s answer ing the onl ine survey.

Screening questions on current or planned self service kiosk installations enabled us to gain information from those with no plans — answering why not, and what previous experience is behind their decisions — and those currently deploying or planning self service kiosks, who were then asked to complete the entire survey to gain more detail on the current state of kiosk installations.

The majority of our survey respondents are from retail, hospitality and consumer goods manufacturing. When asked for their firm’s primary business activity, 48% selected Retail, 34% chose Hospitality/Foodservice/Lodging/ Travel/Casino, 11% answered Consumer Goods Manufacturing and 7% replied with “Other.” Of those respondents with current or planned deployments, we asked which types of kiosks they deployed. POS/Self CheckOut was the biggest, at 37%, followed by Customer Information/Point of Information, with 35% of responses. Other important types included Financial Services/ATM with 26%, HR/Employee Self-Service with 25% and Internet Access/Web Surfing with 22% of responses.

This year we again asked established kiosk deployers to rate the importance of their kiosk rollout (or planned rollout) to their businesses. These numbers were very similar to last year’s, with 16% selecting “Vital to your Business,” 46% choosing “Very Beneficial to your Business” and 35% selecting “Somewhat Beneficial to your Business.” Just 3% chose “Not Beneficial at All” (just slightly up from 1% last year). Little differentiation was shown between kiosk budgets for the past 12 months versus projected annual budgets for the next 12 months This year’s Hype Cycle Chart from Gartner reveals the extent of visibility and maturity for kiosk applications in all of the major industry sectors. Self-Service Ordering has moved past the Peak of Inflated Expectations, but many other applications have moved just slightly along the chart this year. New additions include Patient Self-Service, Remote Advice in Banking, and Advanced ATMs, all of which are advancing towards the Plateau of Productivity.

We’d like to thank our Gartner team for their input on this year’s survey and results. Susan Cournoyer, Gartner Managing VP, Industry Market Strategies, Financial Services, headed up the team, which included Bob Goodwin, Gartner Managing VP, Industry Market Strategies, Small and Midsize Business, and IT Marketing and Channels Worldwide; Jeff Roster, Gartner Retail Analyst; and Ken Brant, Gartner VP and Manufacturing Research Director.

If you have any questions that you would like to see included in next year’s survey and Study, please email them to rciardiello@edgellmail.com.