Business is no longer “as usual” for anyone, but especially for restaurants, which are among the hardest-hit industries in the country. That’s why Paytronix is rolling out a series of product features and updates designed to help keep restaurants open by managing the changing world of off-premise dining. New Curbside functionality offers a seamless guest experience and an additional mechanism to get food to your guests during this time of uncertainty. We also created a missed visit score and an online order history score within the loyalty platform so brands can specifically segment these guests and communicate with them accordingly.
You can find more details on our site, along with information about the restaurant industry in this new world. If you have additional questions, please don’t hesitate to reach out to your account rep or anyone else at Paytronix.
The Center for Hospitality Research at Cornell University estimates that the cost to restaurants for employee turnover averages $5,864 per person. There is also an ongoing labor shortage brought on by a combination of low unemployment, a decaying transportation system, and a lack of suitable housing near the nation’s urban cores. With minimum wages rising around the country it’s easy to understand why restaurants want to automate as much of the guest experience as possible. This is why Taco Bell is now paying some managers six-figure salaries.
Turnover in the restaurant industry reached nearly 75% in 2018, with quick-service restaurants registering higher numbers. Panera Bread reports a 130% turnover rate, while Chipotle says that turnover for its hourly employees is 145%.
It’s no wonder that more restaurants have turned to kiosks and mobile ordering with in-store pickup. In fact, many guests are happy to avoid human interactions and simply pick up their orders. Plus, people tend to buy more when they’re at a kiosk vs. when ordering from a human. McDonald’s, which is at the forefront of kiosk expansion, saw a 30% order increase, while Taco Bell saw a 20% order premium.
Kiosk usage is up across all age segments, suggesting that the growth we’ve seen isn’t slowing down any time soon. In fact, most major brands either have launched kiosks or are planning to do so in the near future.
As this change continues, the challenge for restaurants will be to normalize the customer experience across all platforms, both on-premise and off. For example, the continued rise of mobile ordering requires brands to reimagine the end-to-end customer experience because it may exist digitally and in the consumer’s home. Everything from the mobile experience to one-to-one communications through the delivery packaging will come into play.
As all these technologies take hold, brands will need to not only understand their identity but understand how that identity can have its unique attributes both when the customer touches a screen or when they speak to an employee.
As we close out 2019, millions of people will exchange restaurant gift cards as holiday gifts. In fact, the holiday season is the biggest time for gift card purchases, accounting for as much as half of annual restaurant gift card sales.
This year, however, a new concern cropped up as we neared Black Friday. In the weeks and months leading up to the official start of the holiday sales season, plaintiffs in New York filed several lawsuits accusing brands of violating the Americans with Disabilities Act by not offering cards that can be read by the blind. More than 100 suits name retail and restaurant chains, accusing them of violating Title III of the ADA by denying those who are legally blind with equal access to goods and services. While these suits are in New York, they could affect brands nationwide and not only gift cards, but also fare cards, credit cards and other similar products.
Americans are spending more on food delivery than ever before, and this trend is expected to continue. After being valued at $17.5 billion in 2018, the U.S. online food delivery market is predicted to grow to more than $24 billion in 2023.
So it’s no wonder that brands are increasingly incorporating an off-premises channel into their overall business model. When combined with a loyalty program, online orders expand an additional 18%.
But no matter how hard brands try to provide a flawless food delivery experience for their guests, it’s inevitable that mistakes will occur. While most order-and-delivery systems allow disappointed guests to provide useful feedback, there’s little that store managers can do to quickly remedy the situation. And unfortunately, an unhappy customer can easily become an ex-customer.
However, that’s about to change. On November 5, 2019, Paytronix Systems, Inc. introduced FEEDback℠, a new Order & Delivery module designed to help store managers swiftly identify and respond to guests who have an unsatisfactory food delivery experience.