Measuring Kiosk Performance: Are Your Kiosks Meeting Customer Expectations?
Self-service kiosks are meant to make life easier—for customers and staff alike. They should speed up transactions, reduce lines, and give customers a convenient way to get things done. But how can you be sure your kiosks are delivering the experience you intended and that you’re effectively measuring kiosk performance?
Many organizations set up kiosks with great expectations, only to later wonder why usage isn’t as high as expected, why some customers still prefer in-person service, or why transactions aren’t always completed successfully. The good news? Your kiosk management software is packed with insights that can help you fine-tune the experience.
By checking key reports, you can track how often kiosks are used, whether transactions are being completed, and where customers might be running into roadblocks. Here’s what to look for—and what to do if your kiosks aren’t performing as well as they should.
The Kiosk Success Checklist
Use this checklist to assess whether your kiosks are working as intended and where improvements may be needed. Starting with the MOST important…
1. Are People Using Your Kiosks?
Check the Data: Review usage reports in your kiosk management software to analyze kiosk performance metrics such as daily, weekly, and monthly sessions. Depending on your kiosk’s purpose, you may also want to track specific actions like transactions completed, forms submitted, surveys filled out, or pages printed. These insights help determine whether the kiosk is being used effectively and fulfilling its intended role.
Warning Signs: If usage is lower than expected, customers may not know the kiosk is available, or they may not trust it to complete their task.
How to Improve:
- Make sure signage and instructions clearly direct customers to the kiosk.
- Train frontline staff to encourage and assist customers in using the kiosk.
- Evaluate kiosk placement—is it easy to find and convenient to access?
2. How Long Do Customers Spend at the Kiosk?
Check the Data: Look at kiosk session times and transaction completion rates in your kiosk management software.
Warning Signs: If customers are taking longer than expected or abandoning transactions, they may be confused by the interface or experiencing technical issues.
How to Improve:
- Simplify the on-screen instructions to make navigation more intuitive.
- Reduce the number of steps required to complete a transaction.
- Identify bottlenecks—are users struggling with a particular step?
3. Are Customers Completing Transactions?
Check the Data: Review kiosk transaction success rates to track how often transactions are started vs. successfully completed.
Warning Signs: A high drop-off rate indicates frustration, unclear instructions, or system errors.
How to Improve:
- Review logs to find where users are dropping off—is it at payment? Form submission? Login?
- Test different UI layouts to make workflows easier to follow.
- Ensure payment options are clearly labeled and functioning properly.
4. Is the Kiosk Available When Customers Need It?
Check the Data: Monitor kiosk uptime reports to ensure kiosks are functioning properly.
Warning Signs: Frequent downtime or system crashes lead to lost trust and lower usage.
How to Improve:
- Set up automated alerts for errors or malfunctions.
- Perform regular software updates and hardware maintenance.
- Use remote monitoring tools to identify and resolve issues quickly.
5. What Are Customers Saying?
Check the Data: If your kiosk includes a feedback tool, review responses. If not, collect insights from staff who interact with customers.
Warning Signs: If customers frequently abandon the kiosk or ask for assistance, it may not be as user-friendly as intended.
How to Improve:
- Offer a quick survey at the end of transactions to collect user feedback.
- Analyze common complaints and adjust the interface or instructions accordingly.
- Watch for trends—if multiple users report the same issue, it’s time for a fix.
Optimizing Your Kiosk for Better Performance
Once you’ve analyzed your kiosk analytics and performance reports, set specific goals for improvement. You may want to increase usage by 20%, reduce transaction times by 10 seconds, or cut drop-off rates in half.
But you don’t have to figure it out alone. Our DynaTouch implementation team has decades of experience helping organizations set up successful self-service kiosks.
- Need help promoting your kiosks? Our customer support staff can recommend proven engagement strategies to increase adoption.
- Not sure if your kiosk is in the right spot? Our project managers conduct site surveys to ensure your kiosks are positioned for maximum visibility and usage.
- Want to avoid common pitfalls? We help customers get it right from the start—and ongoing data insights from your kiosk software allow you to pivot and resolve issues before they get worse.
A successful self-service strategy isn’t just about hardware—it’s about smart implementation, strategic placement, and ongoing optimization.
Want expert guidance on getting the most from your kiosks? Contact us today to discuss best practices and strategies for improving customer engagement.
