By Giel Eduard Acot Orillosa
As a loyal customer of a local fast-food restaurant, I have always enjoyed the food and service this food chain offers. However, recently, I have found it harder to enjoy the experience due to the introduction of touchscreen ordering systems. While I understand that technology can be helpful, I, along with many others, would prefer a more traditional way of ordering food.
The main issue I want to talk about is the shift to touchscreen ordering. These digital systems may be convenient for some, but not everyone is comfortable using them. For many customers, including myself, touchscreen systems can be confusing, frustrating, and overwhelming. Whether it’s because of being unfamiliar with the technology, discomfort with digital devices, or simply a preference for talking to a person, there are many reasons why some customers may struggle with touchscreen ordering.
For those who are not familiar with technology, it can be difficult to figure out how to use the system. Even though the screens might seem simple, they can still be confusing for people who are not used to them. The buttons might not be clear, the options might be too many, and sometimes the system can freeze or stop working. These problems make the experience more stressful than enjoyable, especially when all we want to do is order food and enjoy a meal.
Moreover, personal interaction has its value. In a fast-food setting, ordering from a cashier allows for a quick and easy conversation that feels more natural. A friendly worker can help you choose your food, answer questions, and make sure your order is correct. This personal touch makes the process smoother and creates a better experience for customers.
On the other hand, when forced to use a touchscreen system, we often find ourselves trying to figure out the menus, correcting mistakes, or even asking for help from the staff to fix an issue that a cashier could have easily handled. The frustration of dealing with technology takes away from the fun of eating out. Instead of a simple and enjoyable experience, it becomes a stressful task.
The introduction of touchscreen systems has also led to longer wait times for customers who are not familiar with how to use them. While some customers can quickly figure out how to use the screen, others may have trouble, causing delays for everyone in line. A cashier could have processed the order more quickly and efficiently. The longer wait times not only frustrate those who are having trouble with the touchscreen but also the other customers who are waiting their turn.
What I am asking for is simple. I believe the fast-food joint should consider offering an option for customers who do not want to use the touchscreen system. A traditional counter with a human cashier would make the experience more convenient for those who prefer personal interaction or are not comfortable with technology. The presence of a human cashier would keep the process fast and efficient, ensuring that all customers, regardless of their comfort with technology, have a good experience.
I understand the fast-food joint is trying to improve efficiency with the use of touchscreen ordering, and I appreciate the effort. However, it is important to remember that not all customers are ready for these changes. Some of us still prefer to interact with a person rather than a machine, especially when we are out to enjoy a meal and not to deal with technology.
In today’s world, it is easy to forget that some people prefer the personal touch of human interaction. We may not all be as comfortable with digital systems, and that should be okay. The best solutions often come from offering choices — whether that means choosing between a touchscreen or a human cashier. This will make the experience smoother for everyone and show that the fast-food joint is a place that cares about all customers.
Finally, I believe that having the option to order from a human cashier, alongside the touchscreen system, would improve the experience for many customers. It would offer a balance between efficiency and personal service, allowing everyone to enjoy their meal without the stress of unfamiliar technology.