I think one of the ways Koodo could seriously come ahead is if they made the experience of going to get their phone upgraded as painless as possible. Although the Kiosk is convenient sometimes, it's a real hassle when there's a lot of people there.
I'm imaging a couple ways this could be done.
1) Free wifi around the area of the kiosk so that when you're waiting in line and if you can, you can access the net without paying for data. Making a customer feel appreciated goes along way and word of mouth; "hey look how good koodo treated me!" is excellent marketing.
2) for long waits, make it so it's a ticket draw system, as in taking a number and going to sit down. Combine this with the free wifi and you'll have people actually kind of enjoying going to get their phone serviced because if they went to a coffee shop prior, they'd be able to sit and wait and even maybe surf the net. If they're happy and positive about the experience it would be easier also to up sell them on items as well.