9.15.2025
A new research study from Starfleet Research, published in partnership with Square, sheds light on how quick-service (QSR) and fast casual operators are leveraging handheld point-of-sale (POS) systems and self-service kiosks to serve guests faster, grow revenue, and streamline operations.
The eBook, The Future of Fast: How QSRs Are Scaling Smarter with Handheld Ordering and Self-Service Kiosks, draws on survey responses from 264 restaurant professionals. Its findings provide a window into how top-performing brands are using technology to stay competitive in an industry where speed and convenience are now table stakes.
Handheld POS Devices Become Essential
What was once considered an optional upgrade has become standard. According to the research, 68% of operators now deploy handheld POS systems for line-busting or table-side ordering, and 42% use them for curbside or drive-thru service.
The benefits are measurable:
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82% of respondents reported faster service speeds.
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63% said handhelds boosted average check size through upsell prompts.
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70% saw improvements in guest satisfaction thanks to reduced errors and wait times.
Integration is key. Nearly 77% of handheld users said their devices are synced with kitchen display systems, ensuring orders are routed instantly and accurately to the line.
Self-Service Kiosks as Revenue Engines
Self-service kiosks, once a novelty, are now central to operations. More than half of restaurants surveyed use kiosks in at least one location, and the impact is clear:
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76% reported reduced wait times, easing pressure on staff.
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67% saw higher average checks, driven by upsell prompts and guest autonomy.
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69% experienced greater order accuracy, with customers inputting their own orders.
Beyond efficiency, kiosks are evolving into full-fledged guest engagement tools, with loyalty integration, multilingual menus, allergen filters, and personalized promotions.
Data and Dashboards Move Center Stage
The study also underscores the importance of real-time data visibility. Nearly 80% of operators said real-time dashboards are essential, yet more than one in four admitted they still can’t track basic KPIs like ticket times or upsell conversion rates.
Operators that consolidate data from handhelds, kiosks, and other ordering channels report better staffing decisions, faster responses to bottlenecks, and higher profitability.
One case study highlighted a multi-unit brand that cut average prep time by 17% and increased throughput by 12% after adopting a unified, real-time dashboard.
A Competitive Imperative
The findings leave little doubt: handheld POS systems, self-service kiosks, and unified dashboards are no longer optional. They are critical enablers of growth, guest loyalty, and operational excellence.
With 72% of operators planning additional investments in mobile ordering and handhelds this year (per the National Restaurant Association’s 2025 State of the Industry report), the momentum behind these tools is only accelerating.
As consumer expectations rise and margins tighten, restaurants that deploy the right tech stack today will be best positioned to lead tomorrow.
The Future of Fast: How QSRs Are Scaling Smarter with Handheld Ordering and Self-Service Kiosks is currectly available for complimentary download. Click here to access.
