COLUMBUS, Ohio – Last year, Wendy’s began testing self-service kiosks at some of its Central Ohio locations. Early reports said the QSR planned to install the kiosks in 6,000 of its U.S. stores, but the Columbus Dispatch writes that Wendy’s will add 1,000 of the kiosks in 1,000 stores (about 16% of its locations) by year’s end.

According to the Dublin-based company, demand for the self-service kiosks has been high from both customers and franchise owners. "There is a huge amount of pull from [franchisees] in order to get them," said David Trimm, Wendy's chief information officer. "With the demand we are seeing ... we can absolutely see our way to having 1,000 or more restaurants live with kiosks by the end of the year."

The news source writes that according to Trimm, the kiosks accomplish two purposes: They give younger customers an ordering experience they prefer and the technology reduces labor costs. Trimm told the news source that a typical Wendy’s would get three kiosks for about $15,000, and the estimated payback on the kiosks would be less than two years due to labor savings and increased sales.

Meanwhile, Wendy’s franchisees won't be required to install the kiosks, and stores with kiosks will still allow customers to order from the counter (and a human).

Heidi Schauer, Wendy's spokeswoman, told the news source that demand for the technology is high, and higher-volume stores will have priority. 

The kiosks could also help mitigate wage increases. "Last year was tough—5% wage inflation," said Bob Wright, Wendy's chief operating officer. The news source writes that Wendy’s expects wages to rise 4% in 2017. "But the real question is what are we doing about it?" commented Wright, adding that over the past two years, Wendy's has eliminated 31 hours of labor per week from its restaurants and is looking to expand the use of technology to increase efficiency.

Kiosks offer many benefits, including data collection and higher order accuracy, notes the news source, adding that Bob Welcher, president of Restaurant Consultants Inc., said of kiosks last year: "They always are courteous. They always show up for work on time."

Like Wendy’s, McDonald’s is embarking on its own self-serve/technology journey. At least 15 McDonald’s restaurants are now offering self-order kiosks and table service.