Customer Service Matters in a Cashless Payments Vending Machine Business

KioSoft VXT Cashless Payment Reader on Vending Machine

In the fast-paced world of vending machine businesses, where cashless payments are often swift and impersonal, the importance of exceptional customer service cannot be overstated. This emphasis on customer service is reflected in statistics from Vending Market Watch’s 2020 State of the Industry Report, which provides valuable insights into the customer experience within the vending machine industry. It highlights the critical role that customer service plays in shaping customer perceptions and driving business success. According to the report, small independent operators, who are often more agile and responsive to customer needs, dominate the market, controlling a significant 67.1%. This breakdown underscores the importance of prioritizing customer satisfaction in a competitive landscape. 

These statistics emphasize the significance of catering to customer needs and delivering exceptional service to maintain a competitive edge in the vending machine business. 

In the vending machine business, customer service isn’t just about fixing technical glitches. It encompasses a range of interactions that shape the customer experience, from maintaining clean and well-stocked machines to offering personalized recommendations and assistance. Here’s why prioritizing customer service matters in this industry: 

First impressions count 

Your vending machine is often the first point of contact between your business and potential customers. A positive first impression can influence whether customers choose to engage with your machines or seek alternatives. By ensuring that your machines are well-maintained, visually appealing, and easy to use, you create a favorable impression that encourages repeat business. 

Building trust and loyalty  

In a competitive market, a vending operator’s ability in earning the trust and loyalty of customers is essential for ensuring long-term success of any operator. Offering dependable service and promptly addressing customer concerns are crucial steps in cultivating trust and fostering loyalty. Customers are more likely to return to machines operated by businesses that prioritize their satisfaction, even if it means paying slightly higher prices for products.

Differentiation in a crowded market: Cashless Payments   

In a market where vending machines are ubiquitous across various settings, distinguishing your business can be challenging. Exceptional customer service serves as a key differentiator that sets many vending operators apart from the competition. Whether it’s offering a wider selection of products, implementing innovative technology, or providing healthy, sustainable, and unique offerings, going the extra mile for customers can give you a competitive edge. Effective customer service extends beyond completing transactions; it involves understanding and anticipating customer needs. By actively staying up to date with the latest trends, integrating cashless payments, or offering promotions and discounts, your sales will naturally increase. 

Enhancing brand reputation in your self-service business   

Positive word-of-mouth remains a powerful marketing tool for any business, even vending machine operators. When customers have positive experiences with your vending machines, they’re more inclined to recommend them to friends, family, and colleagues. This not only aids in attracting new customers but also solidifies your brand reputation as a provider of quality products and service. In today’s digital age, maintaining an active social media presence to promote your offerings and encouraging customers to share their experiences online can exponentially boost your visibility and credibility.

Check out Louis’ Slab Sauce’s growing social media here. They are a family-owned business that has partnered with us to introduce Canada’s First barbecue sauce vending machine, located at Tecumseh Mall in Windsor. 


Customer service plays a crucial role in the success of vending machine businesses. By prioritizing customer satisfaction, operators can create positive experiences that drive repeat business, foster loyalty, and differentiate their brand in a competitive market. In an industry where cashless payment transactions are often automated, it’s the personalized service that leaves an impressionable mark on customers and propels businesses towards enduring success when. 

As a single-source provider in Unattended Solutions for over 20 years, KioSoft’s KioVend line, offers top-of-the-line vending machines equipped with our integrated payment solutions, wireless communication, vending management system, and direct bankcard processing. Each machine is built and deployed to operators fully assembled and configured according to your requirements. This approach enables us to deliver unparalleled service and around-the-clock support to all our partners. At KioSoft, we prioritize the customer experience just as much as you do. So, if you’re ready to take your vending business to the next level, contact us today. 


Vending Locator – Vending Machine Statistics in 2023

IBIS World – Vending Machine Operators in the US – Number of Businesses