Kiosks in a fast food outlet in Seoul (Yonhap)
SEOUL, March 28 (Korea Bizwire) — Consumers over 40 years of age still prefer placing orders with a person despite the increasing number of businesses incorporating kiosks, a survey showed Monday.
Lotte Members, the membership service for Lotte Group companies, conducted a survey of 1,333 men and women over the age of 10, of which 97.8 percent said they had ordered from a kiosk before.
Only 60 percent were satisfied with the experience.
Sorted by age, those in their teens, 20s, and 30s were more or less satisfied with their experience using kiosks (69.7 percent, 73.5 percent, 60.3 percent).
Respondents in their 40s, 50s, and 60s, however, had lower levels of satisfaction (48.7 percent, 33 percent, and 35 percent).
As to why they prefer using kiosks, those in favor said they like avoiding uncomfortable interactions with staff (33.6 percent), they can select items and make payments swiftly (24.2 percent), and they don’t have to wait in line (19.5 percent).
Those who prefer placing orders with human employees said they can ask questions (26.7 percent), they are used to placing orders with a person (22.2 percent), and they can make payments through various means (19.5 percent).
As for the difficulties using kiosks, 44.9 percent said they were uncomfortable with people lining up behind them, 37.3 percent said they struggled to pay with cash or gift cards, and 31 percent said the kiosks experience frequent errors.
Ashley Song (ashley@koreabizwire.com)
