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 daypartingimproves the digital experience

over half of respondents don’t login due toperceived or actual effort involved, and

lack of clear value proposition

CREDIT CARD

46% 29%

CASH

17%

If a person...

has a poordigital experience

would stop usinga restaurant’sapp/website

would stop purchasing from the restaurant

would share their negative experience

67%starthere

16%

incorrect order issues

not ready or delivery not on time

confusing digital ordering experience

operational

digital

operational

49%

33%

35% app or web orderingprocess was too long

digital

28%

food quality issuesoperational

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 betweenages 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 sharedclients

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 weare 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 thingAren’t always a bad thing

order breakfastor coffee ahead

order lunchahead

order dinnerahead

55% OF PEOPLE WHO ORDERAHEAD PREFER TO NEVER STEPFOOT IN THE RESTAURANT

1

30%prefer

delivery

16%prefer

drive thru

13%prefer curbside

pickup8xmore likely to orderfrom a restaurants ownwebsite or app than a third-party marketplace

coup

ons a

nd o

ffers

men

u cu

stom

izatio

nre

war

ds p

rogr

ams

easy

ord

erin

gm

ultip

le p

icku

p op

tions

mul

tiple

pay

men

t opt

ions

59%

47% 40

% 32% 26

% 21%

top

desir

ed d

igita

l fea

ture

s

5% 17% 78%

guestlogged inorder when hungry

order aheadof time