Handhelds and Kiosks Are Reshaping QSR Operations, New Research Finds

A new industry report from Starfleet Research reveals just how quickly handheld POS devices and self-service kiosks are becoming foundational to quick-service and fast-casual restaurant operations. Based on a survey of 264 restaurant operators, the findings highlight a clear shift: what was once considered experimental technology has moved to the operational core.

According to the study, nearly seven in ten QSRs now use handheld POS systems for line-busting or table-side ordering, and more than four in ten deploy them curbside or in drive-thru lanes. Operators overwhelmingly report faster service speeds, higher check sizes, and fewer errors when handhelds are integrated directly with kitchen display systems.

Self-service kiosks are proving equally transformative. Among restaurants with kiosks, 76% saw reduced wait times, 67% increased average check sizes thanks to upsell prompts, and 69% improved order accuracy. For many operators, kiosks have become not just an ordering channel but a brand engagement platform, offering loyalty integration, personalized recommendations, and time-based promotions.

The research also underscores the growing importance of data visibility. While 79% of operators consider real-time performance dashboards essential, more than one in four still lack access to metrics such as order throughput, upsell conversion, and menu item performance. Top-performing operators, the report notes, are leveraging analytics to optimize staffing, streamline workflows, and accelerate growth across multiple locations.

Case studies featured in the report bring the numbers to life. Taziki’s Mediterranean Café, for example, deployed handhelds to serve guests more efficiently across patios, dining rooms, and curbside. Ggiata Deli in Los Angeles used handhelds and real-time dashboards to help expand from a single ghost kitchen to multiple storefronts in under three years. Meanwhile, Uncle Sharkii Poke Bar has made kiosks central to its franchise model, reducing labor costs and ensuring consistent guest experiences at scale.

The 26-page eBook, The Future of Fast: How QSRs Are Scaling Smarter with Handheld Ordering and Self-Service Kiosks, is available for complimentary download from Restaurant Technology News, with underwriting support from Square.

Download the full report here.