25% DIGITAL WALLET very few customers plan ahead, making ASAP ordering and queuing important to your guest experience offering multiple payment options are important, but most customers prefer to pay with their stored credit card contextual relevancy and dayparting improves the digital experience over half of respondents don’t login due to perceived or actual effort involved, and lack of clear value proposition CREDIT CARD 46% 29% CASH 17% If a person... has a poor digital experience would stop using a restaurant’s app/website would stop purchasing from the restaurant would share their negative experience 67% start here 16% incorrect order issues not ready or delivery not on time confusing digital ordering experience operational digital operational 49% 33% 35% app or web ordering process was too long digital 28% food quality issues operational 30% most common negative experiences are caused by... Hi! This survey was conducted by Hathway and Olo in March of 2018, with a sample of 706 US consumers between ages of 18 and 55, with equally distributed ranges. The margin of error for the aggregate data set is less than 3%. For more information on Hathway, please visit wearehathway.com. For more information on OLO, please visit www.olo.com 1 Our shared clients 16% 84% 48% 52% THE DINING EXPERIENCE IS RAPIDLY CHANGING A more significant portion of the customer journey is happening outside of the restaurant walls. Olo is the on-demand interface for the restaurant industry, powering digital ordering and delivery for over 200 restaurant brands. A pioneer in the industry, Olo began with text message ordering on feature phones in 2005. Today, Olo’s enterprise-grade software powers every stage of the digital restaurant transaction, from fully-branded guest interfaces to the back-of-house order management features that keep the kitchen running smoothly. - Order ahead through web, app, social media and personal assistant devices like Amazon Echo - Seamless integration with existing systems - 100 million users Hathway is a digital agency that specializes in helping restaurants improve their guest experience through mobile strategies, custom websites and applications, and customer engagement solutions. With deep experience in the restaurant category we are able to meet customer expectations and drive measurable business outcomes. - Digital ecosystem consulting and technology selection - Custom ordering and loyalty applications / websites - Creative services (UX/UI/Content Production) - Systems integrations (Olo, Punchh, Paytronix, SessionM, etc.) - Customer engagement and CRM managed services + EMPTY SEATS + Aren’t always a bad thing Aren’t always a bad thing order breakfast or coffee ahead order lunch ahead order dinner ahead 55% OF PEOPLE WHO ORDER AHEAD PREFER TO NEVER STEP FOOT IN THE RESTAURANT 1 30% prefer delivery 16% prefer drive thru 13% prefer curbside pickup 8x more likely to order from a restaurants own website or app than a third-party marketplace coupons and offers menu customization rewards programs easy ordering multiple pickup options multiple payment options 59% 47% 40% 32% 26% 21% top desired digital features 5% 17% 78% guest logged in order when hungry order ahead of time