In today’s hospitality landscape, guest experiences matter more than ever. Customer expectations are changing, and the new generation prefers restaurants that offer them more than just good food. One of the major factors in ensuring a delightful guest experience is the checkout process. Guests demand ultimate speed, transparency, and personalization when the order is processed.  

That’s where a Customer-Facing Display (CFD) comes in. A Customer-facing screen is a display integrated with your restaurant POS system that shows all order information, including items, quantity, modifiers, taxes, discounts, total amount, and promotions. CFDs are non-responsive screens that enable customers to only view the order information. They are not to be confused with self-serve kiosks, which allow them to place the order.    

Let’s discuss in detail why CFDs are a must-have for every restaurant.  

Different Types of Customer-Facing Displays  

Customer-facing displays can be primarily of three types.  

Integrated Displays

These CFDs are built into the POS terminal hardware. They form a single unit with the CFD and cashier-facing display opposite each other. These types of CFDs are common in quick-service restaurants.

External Displays  

These are standalone display screens externally attached to the POS. They can be positioned in any area within the facility. These displays can be added to traditional POS systems without having to replace them.    

Mobile Tablet Displays  

Mobile tablet displays use tablets (often iPads or Android devices) as customer-facing screens. These enable servers to take and confirm orders at the table.  

Benefits of a Customer-Facing Display

Here are some benefits that a customer-facing display brings to the table.  

Builds Transparency and Trust

Trust is the stepping stone to a long-term relationship between your restaurant and the customer. Deploying a customer-facing display POS at the counter creates transparency by confirming the order before it is placed.  

When customers clearly see every order detail, including modifiers, discounts, and taxes, there is no ambiguity when they receive the order. It eliminates surprises later and, instead of feeling rushed, guests feel informed and in control, which creates a smoother experience. Moreover, with consistent, accurate billings, customers develop trust in your brand, which leads to higher retention and positive word-of-mouth recommendations.  

Ensures Order Accuracy

Every restaurant must ensure that customers get exactly what they ask for. However, due to miscommunication, the order may sometimes be misheard by the staff. Background noise, accents, rushed conversations, and multitasking can easily lead to wrong orders, which in turn causes customer dissatisfaction. Moreover, incorrect orders mean you have to prepare the order again, adding to COGS.  

Customer-facing displays minimize order errors by providing customers with real-time visibility to the order information. When an attendant enters the ordered items into the POS, the guest can see the order simultaneously on the screen. This real-time visibility allows guests to double-check menu items, their quantity, and special requests. If something is missing or incorrect, the customer can correct the attendant on the spot before the order is placed.  

Boosts Upselling and Cross-Selling

Upselling is a convenient way to increase the average order value subtly. Consequently, personalized upselling can increase the average check size by 10-15%. Generally, attendants need to upsell items by verbally suggesting the combos and modifiers that go well with the order. It often leads to customer disengagement if the attendant is pushy.  

A POS with a customer-facing display is the best solution to upsell items with visual representation. As customers review their order on the screen, they can be presented with combo suggestions, add-ons, and limited-time promotions. As these prompts appear at the moment the guest is committed to making a purchase, they are more likely to accept the upgrades.  

Facilitates a Faster Checkout Process

Customer-facing displays fast-track the checkout process by minimizing human intervention. Customers can view their orders and confirm them in real time instead of verbal confirmation. Moreover, the attendants don’t need to repeat the entire order before placing it. As a result, transactions are completed more quickly, lines move faster, and staff can serve more guests within the same timeframe.

Reduces Chargebacks and Payment Disputes

Chargebacks have become a massive challenge for restaurants. Consequently, the global chargeback volume is expected to grow 24% from 2025 to 2028, reaching 324 million transactions annually. These chargebacks occur predominantly due to miscommunication between the customer and the attendant. When customers are given the wrong order or quantity, disputes occur.  

A CFD POS prevents customer disputes by enabling them to review the order before it is placed. The transparent process reduces misunderstandings related to pricing, taxes, or applied discounts. When guests clearly see the breakdown of their bill, there is less opportunity for confusion or post-transaction complaints. Fewer disputes mean fewer hassles and improved operational efficiency.  

Enhances Brand Experience

A customer-facing display can help you enhance your brand image. Apart from being a medium to display order information, a customer-facing display POS can also be used to display logos, promotional messages, and thank-you notes. You can also show customer rewards so they can redeem them at the time of ordering. With a customer-facing display, you can make checkout an opportunity to strengthen brand recall, promote future visits, and communicate additional offerings such as catering or seasonal specials.      

Make Guest Experiences Memorable With NOVA

To deliver memorable guest experiences, you need an integrated platform with advanced capabilities. NOVA is a one-stop restaurant management solution that offers a comprehensive suite of tools and technologies to ensure that guests always leave your restaurant happy.  

NOVA ensures a delightful guest experience through -  

Integrated POS  

NOVA is a comprehensive solution with proprietary FoH and BoH tools, such as POS with a customer-facing display, a kitchen display system, CRM, inventory management, and more. It enables a real-time data sync to reduce wait time and ensure order efficiency.  

Deep Data Analytics

NOVA is an AI-native platform that offers advanced reporting features for deep data insights. Moreover, cashiers get automated prompts based on the customer’s meal preferences, dietary behavior, and order history, enabling them to offer personalized suggestions and discounts right at the time of ordering.  

Smart Loyalty Programs

NOVA’s loyalty programs are integrated with the customer-facing displays, enabling customers to view their loyalty points and redeem them at the time of ordering. Moreover, loyalty programs are also integrated with ordering platforms and updated in real time.

Dynamic Menu Management

With NOVA, restaurants can update the menu in real time according to item availability and sales. It prevents guests from being annoyed because items are not delivered after ordering.    

Want to see how NOVA can guarantee a delightful guest experience?

Customer-Facing Display FAQs

1. Are customer-facing displays used only in quick-service restaurants?

A: Although CFDs are essential for quick service restaurants, they are used in all other types of restaurants, such as bars, cafes, and fast casuals.

2. Can I use CFDs without replacing the existing POS systems?

A: Yes, you can use an external customer-facing display if your existing POS system supports it.  

3. Can a CFD display loyalty points?

A: Yes, if your POS system is integrated with the loyalty program, the customer-facing display can show the loyalty points.  

4. Can I customize the customer-facing display as per my brand?

A: The level of customization depends on the vendor.  

5. Are customer-facing displays expensive to implement?

A: Costs vary depending on whether you choose integrated, standalone, or tablet-based solutions. However, many restaurants recover their investment through increased sales and reduced errors.

Final Thoughts

A customer-facing display not only enhances the guest experience but also boosts revenues by facilitating faster checkouts and larger check sizes. It also ensures that you get the order right, which minimizes customer disputes and improves your reputation. Additionally, customer-facing displays can become a great tool for promotions. If your restaurant still does not have a CFD, integrate it with your POS now and see the difference.  

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