Rising UK Employment Costs Are Putting Self-Service in Focus

With staffing budgets under pressure, businesses are examining how kiosks and interactive displays can take on routine tasks.

A changing cost calculation

Staffing has always been one of the largest operational costs for customer-facing businesses. From April 2026, the UK National Living Wage for workers aged 21 and over is £12.71 an hour, according to the Low Pay Commission. Employers must also account for National Insurance, training, cover and other employment costs. This does not mean a kiosk is a direct replacement for an employee, but it does encourage businesses to ask which activities genuinely need a person and which can be offered through self-service.

What self-service is good at

Ordering, basic check-in, product browsing, wayfinding and frequently requested information are natural candidates. A self-service kiosk can give a customer a consistent route through these tasks while employees handle preparation, fulfilment, advice and exceptions. In a busy food venue, for example, customers can browse and submit orders while the counter team concentrates on delivering them. In a reception, a visitor might register independently while staff support people with more complex needs.

Busy periods and quieter periods

Peak demand is often the strongest reason to introduce self-service. A single staffed counter may become a bottleneck, whereas an additional ordering point can allow several people to make decisions in parallel. During quieter periods, team members can turn their attention to cleaning, replenishment, preparation and customer care while a self-service option remains available. The objective should be better utilisation of staff, not a promise that technology will eliminate every staffing requirement.

The numbers need to be tested

Hardware purchase or rental is only part of the investment. Businesses should consider payment processing, installation, software, maintenance, accessibility, integration and support. A useful pilot measures queue length, transaction completion, customer satisfaction and staff workload before and after installation. Clear interfaces and an easy way to ask for assistance are essential; poorly designed self-service can simply move the problem elsewhere.

Connected kiosks work best

Where suitable, kiosks can connect with existing product databases, ordering systems and EPOS platforms to reduce double entry and keep information consistent. Cloud Displays offers digital self-service kiosks and can discuss how the hardware and software should fit an existing operation. For UK wage information, see the Low Pay Commission’s 2026 report.