Many kiosk companies claim to partner with their clients to provide turnkey solutions for their unique applications and needs.

While this may sound good, many fall short of the qualities and attributes clients value and appreciate the most in a kiosk program and partnership (so much for “turnkey” solutions). 

Thank you for reading this post, don't forget to subscribe!

A true partnership requires so much more than simply building kiosks to client-defined specifications and dropping them on a loading dock. 

So wherever you are on your journey of exploring a kiosk program, be sure to ask the kiosk companies you’re considering the following questions to ensure you select the best partner for your needs. And who knows — depending on the company you’re interviewing, you may find the perfect fit — a company that may even exceed your expectations!  Lots of companies out there make lots of claims, a savvy kiosk shopper will ask each prospective provider if they can prove their claims.

Without further ado, here are the six must-ask questions:

1. Does your company have an internal IT department? 

Over time, your kiosks will require ongoing support for software, electronics, and peripherals as new technologies and updates become available. If your kiosk company has its own dedicated IT department, updates will be easier to make with minimal downtime. After all, who is better suited to make kiosk updates – the people who designed and built your kiosks or a third-party tech who may not have worked on a kiosk for years (if ever) and may just stumble through what needs to be done? 

Internal IT departments also work closely with internal design and engineering teams to ensure cohesive design that best supports both current and future technologies.

Simply stated, if your kiosk company doesn’t have its own dedicated technology department, it’s not a full service kiosk company — it’s just a box builder.

2. Does your company have an internal logistics department?  

Many kiosk manufacturers contract with shipping companies to have their kiosks delivered to their final destinations. Unfortunately, so many things can and do go wrong when shipping is outsourced, which is why it’s one of the industry’s biggest complaints.

If your kiosk company is simply having your kiosks delivered by some freight company and dropped off with a packet of instructions on how to get them up and running (if even that), they are not a partner. (Not even close. Sorry.) 

A good kiosk partner will meticulously package each kiosk and deliver them in its own vehicles by its own employees to ensure they arrive in perfect condition. They will properly position, install, and test every kiosk on site to ensure proper functionality, take the time to properly train employees, answer questions, and make sure all packaging is removed when they leave. They will also manage and provide all support during the lifetime of your kiosk program.

Simply stated, if your kiosk company doesn’t have its own logistics department, it’s not a full service kiosk company — it’s just a box builder. 

3. Does your company have its own R&D department?  

You can measure the character of a company by how much it focuses on, and invests in improving the lives of its customers and end-users.

If the kiosk company you’re considering has a team dedicated to R&D, you can be confident that you’ll be working with visionaries who can bring innovative and creative insights into making the most of your kiosk program through: 

• Optimizing the user experience
• Improving efficiencies
• Maximizing kiosk ROI
• Reducing costs
• Designing and building unique product features
• Addressing and adapting to market and individual client challenges

And, if their R&D department collaborates with software providers to enhance kiosk software, consider it a bonus. You’ll benefit from the latest kiosk software features and improvements, keeping your kiosk systems on the sharpest edge of technology.

4. Does your company have its own design and engineering department?

You can get a computer in a box or a tablet on a stick just about anywhere. (If that’s what you want.)

However, if you need something more, make sure your kiosk company has an internal design and engineering department that will build customized kiosks to meet your specific needs and applications. 

Plus, the more experience they have, the more ideas and insights they will bring to your kiosk program to make sure it’s a success.

While the majority of kiosk companies offer numerous models to choose from, only a select few have the internal talent and capabilities to design and build kiosks from scratch to provide “the” perfect kiosk solution. 

After all, you’re looking for a kiosk “solution,” aren’t you? 

5. Does your company have a local in-house help desk and employ its own field service technicians?

This is another trait that separates a kiosk partner from a kiosk builder.

A true kiosk partner is with you and your kiosk program every step of the way. A true kiosk partner jumps when help or support is needed. And a true kiosk partner provides in-house support and technical services instead of outsourcing or offshoring them to a third-party provider.

Make sure the kiosk company you work with has a dedicated team of technical personnel that is always standing at the ready to provide personalized, immediate help. Even better, a company that will immediately dispatch a certified tech to resolve your issue with no second thought or hesitation no matter where the help is needed. (Next flight out is always good.)

It doesn’t matter how much a kiosk company brags about its support provider(s) — there is nothing better or more ideal than getting help from the very people who designed and built your kiosks. (Wouldn’t you agree?) 

6. What certifications do you and your people have?

Some kiosk companies will tell you that certain certifications are unnecessary or over-rated but then boast that they “strictly adhere” to many different certifying authorities’ standards of quality and excellence. 

We all know it’s not the same.

While there can be seemingly unlimited certifications that can be obtained by any one business, having multiple relevant certifications demonstrates a company’s dedication and commitment to the highest of standards in distinct areas and categories. 

…

When researching and interviewing different kiosk companies to fulfill your kiosk program, be sure to ask these tough questions and maybe a few others. Ask the companies you’re interviewing to prove their claims of performance and distinctions with evidence. Pay close attention to how questions are answered and dig deep until you’re satisfied.  If the company you’re considering says they have a staff of designers, engineers, technicians, R&D specialists, logistics professionals, go a step further and ask for their names, years of experience and years with the company.  A reputable company won’t hesitate to provide supporting information.

Be selective, and make sure the kiosk company you choose will meet and even exceed your expectations.