North American Self-Service Kiosks
Transactions at Self-Service Kiosks are growing better than 7% per year in North America with transactions expected to grow past $1.0 Trillion per year through the devices by 2014. This study looks at arguably one of the more dynamic yet most difficult areas to define in the IT sector - namely Self-Service Kiosks. Key to any review of Kiosks is a definition of what types of kiosks that are included. In this study we ventured beyond retail in the breadth of our discussion, but focused only on those devices where payment is currently or soon to be taken. As a result, we came up with the following 6 categories:
The rationale for kiosk installation varies from business to business, but there are some common findings across deployments. In the case of Check-in Kiosks, airlines such as Southwest and Delta claim that as much as 75% of all passengers use these kiosks for check-in. Given the severe focus on customer service, both by those serving and those being served, these numbers indicate that appropriate use of kiosks offers significant return, whether in financial or customer appreciation/loyalty terms.
The beginning of the report addresses the trends and challenges of such devices in the retail/hospitality/travel industries. The report then moves to the quantitative functions of the Self-Service market (Shipments, Installed Base, Revenue Turn) and presents five-year forecasts for each. In the body of the report, we begin to focus on the particular kiosk types, why they have been implemented, who they target, and the best in class as of this writing. We conclude the report with a look to the future; we take a look at a small selection of new kiosk implementations that show significant promise for broad adoption in the coming years.
Figure 1 - Overall Shipments by Device Type
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