North American Self-Service Kiosks Market Study By IHL Consulting Group

1. North American Self-Service Kiosks Market Study
IHL Consulting Group
Report Highlight

2. North American Self-Service Kiosks Market Study
Product Highlights
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.

3. North American Self-Service Kiosks Market Study
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:
Self-Checkout Systems - Computerized systems that allow shoppers to purchase tangible products
unassisted in a retail setting.
Ticketing Kiosks - Those found at airports, amusement parks, bus terminals, parking, movie theaters and
subway/train stations that enable a customer to purchase a ticket for a ride or attraction. These are
different from the third category "Check-In" kiosks in that they are the first-contact in the transaction.
Check-In Kiosks - These are kiosks that confirm previous payment. These are quite common in lodging and
travel settings.
Food Ordering Kiosks - These are devices that allow either fast food or casual dining customers to place
their orders and make payment without input from employees who are then redeployed to order
fulfillment.
Postal Kiosks - These are the new kiosks installed in the US Postal Locations to handle the mailing of
letters/packages.
Other Retail Kiosks - This group consists of a wide variety of transaction kiosks that may be found in retail
and hospitality settings.

4. About the Publisher
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IHL Consulting Group is a wholly owned subsidiary of IHL Services, Inc., an
independent business-consulting organization. They specialize in business
consulting, market analysis and business planning for Retailers and information
technology companies that focus on the Retail industry. They provide market
research and business consulting in the area of information technology as it is
deployed in the Retail Industry. Customers are retailers and retail technology
providers who want to better understand what is going on in the overall
technology market, or wish to identify specific equipment needs for the retail
market.

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