The report analyzes operating results for a full-service casual dining chain that has installed tabletop technology. In a comparison of sales and dining time from before and after the installation, the study finds that dining time was significantly reduced among patrons who used the tabletop hardware to order or pay for their meals. Likewise, the time required for servers to meet the needs of customers declined. The study also found that those who used the devices to order a meal tended to spend more than those who did not.
“It seems clear that most restaurant patrons see the benefits of these tablet-based systems,” said Susskind. “They can use the technology to place orders or summon staff at any time during the meal—say, for drink refills or another appetizer—and the restaurant can ensure its service standards. At the same time, we must remember that about 20 percent of restaurant guests want nothing to do with these pads, and restaurant operators need to be ready to serve those customers in the traditional way.”