Order kiosks and ordering at the counter: this is how you maintain a single queue with queue numbers during busy periods

You know how it is: that moment at the counter when nobody’s quite sure who was there first, with that awkward “no, no, go ahead” whilst everyone just wants to get on with ordering. An ordering kiosk only really solves this if it works in tandem with your counter staff, because if you just place a kiosk next to the counter on its own, you end up with two queues that get mixed up.
The solution is as simple as it is familiar: everyone takes a 'number' via Unikiosk, just like at the bakery, and joins the same queue.

In this blog, you can read why this speeds up your throughput and what concrete benefits you gain from it.

Why we developed the counter ordering system at Unipage

The idea came straight from real-life experience. After all, customers find it just as annoying as you do to accidentally cut in front of someone, or to be cut in front of themselves after waiting patiently for five minutes. That brief moment of “were you here first, or was I?” really has no place when people are simply hungry and fancy something tasty. With counter ordering in Unikiosk, we simply remove that inconvenience. Everyone takes a number, everyone sees their queue number, and everyone knows exactly where they stand. It feels familiar, because we’re all used to that system from the baker’s or the butcher’s, and it works just as well in a snack bar, sandwich shop or chip shop.

How it works: everyone takes a number

An ordering kiosk rarely completely replaces your counter service. There will always be customers who prefer to order from your staff, who want to pay in cash, or who simply enjoy a quick chat at the counter. As long as those orders are separate from your kiosk orders, two separate queues form and nobody really knows who was there first. With Unikiosk, you solve this by bringing everything into a single queue. Anyone who wants to order at the counter takes a number via the kiosk, and that order is given the same queue number as every other one. Your kitchen then works with a single list, neatly in order of ordering. There is no longer a second queue where someone is served more quickly, and your staff no longer have to guess who ordered when.

What a self-service kiosk can do for you when it gets busy

Because customers place their orders and pay at the kiosk themselves, you save an average of around 3 minutes per customer. On a busy evening with 40 orders, that quickly adds up to around 120 minutes of extra time for your team.

On top of that, your average order value is often higher. At a kiosk, customers take their time scrolling through the menu, see suggestions for an extra sauce, a drink or a larger portion, and feel no hesitation about adding something extra. In practice, this results in up to 25% more revenue per order, without any extra work for your staff.
Read more about it in our blog on our website: click here

What types of business are suitable for a self-service kiosk with counter ordering?

The combination of an ordering kiosk and counter service is no longer the preserve of large chains. Snack bars, sandwich shops, bakeries, pizzerias and chip shops are now making just as good use of ordering kiosks. For smaller businesses, there are compact counter-top models and wall-mounted models that take up very little space. The principle remains the same: you let customers order for themselves where possible, you keep counter service for those who prefer it, and you bring both together in a single queue. Especially with the busy summer days just around the corner, that’s the kind of overview you’ll be glad to have on a busy day.

What do business owners say?

"Actually, we’re now selling a lot more snacks than we used to. Thanks to the kiosk." — Carla, Frituur 't Sloeberke (Ingelmunster)

Read the customer testimonial from 't Sloeberke on our website: click here

Read the customer testimonial from Low & Slow BBQ Tjop's on our website: click here

Frequently Asked Questions

How can you prevent customers from cutting in line at the till?

Customers usually cut in when two separate queues form, for example one at the order kiosk and one at the counter, without them being linked. You can solve this by having every order, including those at the counter, enter the same queue with its own queue number. Everyone takes a number, as it were, and your kitchen works with a single list, in order of ordering. Whoever ordered first is served first, and there is no longer a second queue where someone is served more quickly

Can you combine using an order kiosk with ordering at the counter?

Yes. An ordering kiosk does not need to replace your staff at the counter. Customers who prefer to order from your staff, or who wish to pay in cash, can continue to do so. The advantage is that such an order placed at the counter ends up in the same system as a kiosk order, with its own order number. This allows you to run both ordering methods side by side without them getting mixed up. For many snack bars and sandwich shops, this combination works best, as not every customer wants to order in the same way.

Is every order given a reference number, including orders placed at the counter?

Yes. Every order is assigned its own reference number, whether it is placed via the kiosk or at the counter. That number is tracked throughout your entire system, from the order screen to your kitchen. This means you can see at a glance at the till and on the kitchen screen which order is due first, and your staff no longer need to guess who ordered when. The order number is also handy for the customer, who can check when their order is ready on the collection screen or via the app.

How do you manage the flow of people when it’s busy?

Efficiency starts with clarity about whose turn it is. With a single order flow and a unique order number per order, your kitchen works through a fixed list, even when there’s a rush of customers. Because customers order and pay at the kiosk themselves, you save an average of around 3 minutes per customer. On a busy evening with 40 orders, that quickly adds up to around 120 minutes of extra time for your team. Your staff can then focus on preparation rather than taking orders.

Would an ordering kiosk also work for a snack bar or sandwich shop?

Yes. Order kiosks are no longer the preserve of large chains. Quick-service catering establishments such as snack bars, sandwich shops, pubs and chip shops are now making just as good use of them. For smaller businesses, there are compact models for the counter and wall-mounted models that take up very little space. The benefits remain the same: customers order themselves, the flow of customers speeds up, and your average order value increases because people take their time to add something extra. The combination of an ordering kiosk with counter ordering also ensures that everyone stays in the same queue.

Ready to speed up your progress?

An order kiosk really speeds up your business, especially when it integrates seamlessly with your existing counter procedures. By combining both into a single workflow, with a single order number per transaction, you can keep track of everything and ensure every customer knows exactly when it’s their turn, even when things get busy.
Would you like to find out how this would work in your business? Request a free, no-obligation demo.