2017-q4 hospitality pos software market report · 7 altametrics netpos 7.0% 7 ncr silver 50.2% 7...

2017-Q4 Hospitality POS Software Market Report

CONFIDENTIAL©2017 – Grid Decision LLCAll Rights Reserved

Market Report Contents

Report Metadata

IntroductionAbout Grid Decision - 3Participating Vendors - 4Methodology - 5Research Leader - 6Cust Advisory Board - 7

More Detail?Market Grid - 31Custom Grid - 32

2

Results by Scale

EnterpriseLeaderboard - 9

SMBLeaderboard - 10

Results by Market

Quick-ServiceLeaderboard - 14

Fast-CasualLeaderboard - 15

Table-ServiceLeaderboard - 16

Pizza-ServiceLeaderboard - 17

Other Results

SectionLeaderboards - 12

Solution-OnlyLeaderboard - 19

FranchisorsLeaderboard -20

Results by Company

1) NCR-Aloha - 222) Heartland-IRIS - 233) Revel - 244) Altametrics-NetPOS - 255) Partech-Brink - 266) Toast - 277) NCR-Silver - 28

Vendor LeaderboardsAbout Report Vendors


About Grid Decision3

Objectivity

Help clients objectify their decision process by providing unbiased Market

Reports and Market Grids

Transparency

The Market Grid provides a greater level of detail and Vendor RFI

Responses provide the underlying research data used to generate the

Market Report and Market Grid.

Accuracy

Vendors have subscription options to review their scores prior to publishing

to ensure we are scoring accurately and to provide RFI feedback.

Research PrioritiesOur goal is to build the business model to ensure objectivity, transparency, and accuracy

in technology market reports and research.


Participating Vendors

Notes:

• Vendor Fees: while subscription options exist for vendors to get more detailed comparative data for improving their solution, all participating vendors selected the free option to participate in the market report RFI process for Q4 20017. Grid Decision will disclose any vendor subscription fees (if collected) in future quarterly market reports.

• Oracle: Submitted an RFI response for Symphony so their data can be included in the Custom Market Grid if the customer receives Oracle’s authorization.

• Task Retail: Submitted an RFI response for their POS solution so their data can be included in the Custom Market Grid if the customer receives Task Retail’s authorization.

4

The following vendors participated in the 2017 Q4 market report (see notes below):


Methodology5

The following illustrates our methodology (note: we applied zero weighting to the Business and Execution/CSAT categories due to inconsistent data that would have skewed the results unfairly):


Hospitality Customer Advisory Board

Jack Clare

SVP, Strategy & CIODunkin’ Brands

(Quick-Service Category)

Donagh Herlihy

EVP Digital & CIOBloomin’ Brands

(Table-Service Category)

Our Hospitality Customer Advisory Board provides feedback on our weighting models for each category to ensure we factor in the unique priorities of those categories properly. Members include:

Jyoti Lynch

CIOJamba Juice

(Fast-Casual & Quick-Service Category)

TBD in Q1

TBD

(Pizza-Service Category)

6


Research Leader: Allen Eskelin7

Allen Eskelin is the Founder and CEO of Grid Decision and Peak Portfolio (Grid Decision's sister company focused on technology vendor selection and negotiation consulting). Through Peak Portfolio, Allen has led vendor selections/negotiations for companies like Dunkin' Donuts, Baskin-Robbins, Papa Murphy's, Jamba Juice, Le Duff America, Nautilus, and Restaurants Unlimited.

Prior to his 12-year consulting career, Allen led vendor selections/negotiations for 13 years as an employee of Starbucks and Gateway. At Starbucks, Allen also led the Starbucks Card program from inception to launch and expansion to North America licensed-partners and Global joint-venture partners.

Mr Eskelin is leveraging the vendor selection process he perfected over the past 26 years at these leading brands as the basis of Grid Decision’s market research process.

Allen is the author of Technology Acquisition (Addison-Wesley Professional, 2001).

ScaleLeaderboards


Enterprise Leaderboard9

About Leaderboard:• Includes weighting in all sections

Analysis & Commentary• NCR Aloha topped the Enterprise Leaderboard this quarter

with solid performance in all but the Services section

• Heartland’s IRIS performed well in the Enterprise Leaderboard with a strong performance in Product, Services, and Integration sections

• Revel had a solid and balanced performance in all categories

• NetPOS (recently acquired by Altametrics) had a strong performance in all categories except experience. Perhaps they’re ready for a 500+ location chain to give them that enterprise-level experience

• PAR-Brink has a solid cloud-based POS platform and is gaining traction with enterprise-level clients

• Toast and NCR-Silver are both solid SMB options

Rank Vendor Product Experience Product Services Integration Technology Overall

1 NCR Aloha 88% 92% 57% 79% 79% 83%

2 Heartland IRIS 64% 89% 81% 85% 69% 78%

3 Revel Revel 77% 85% 73% 70% 71% 76%

4 Altametrics NetPOS 7% 85% 91% 83% 82% 69%

5 Partech Brink 36% 74% 83% 77% 74% 68%

6 Toast Toast 26% 74% 73% 64% 66% 61%

7 NCR Silver 52% 50% 79% 67% 68% 60%

83%

78%

76%

69%

68%

61%

60%

Aloha

IRIS

Revel

NetPOS

Brink

Toast

Silver


SMB Leaderboard10

About Leaderboard• Experience section not a factor

• Enterprise configuration not a factor within Product section

Analysis & Commentary• NetPOS (recently acquired by Altametrics) is the big

surprise of this quarter’s report, topping the SMB leaderboard

• Heartland-IRIS moves ahead of NCR-Aloha when the Experience section is not a factor

• PAR-Brink moves ahead of Revel when the Experience section is not a factor


1 Altametrics NetPOS 83% 91% 83% 82% 84%

2 Heartland IRIS 87% 81% 85% 69% 81%

3 NCR Aloha 91% 57% 79% 79% 81%

4 Partech Brink 72% 83% 77% 74% 75%

5 Revel Revel 82% 73% 70% 71% 75%

6 Toast Toast 73% 73% 64% 66% 69%

7 NCR Silver 51% 79% 67% 68% 63%

84%

81%

81%

75%

75%

69%

63%

NetPOS

IRIS

Aloha

Brink

Revel

Toast

Silver

SectionLeaderboards


Section Leaderboards12

Rank Vendor Product Score Rank Vendor Product Score Rank Vendor Product Score

1 NCR Aloha 88.0% 1 NCR Aloha 91.8% 1 Altametrics NetPOS 90.7%

2 Revel Revel 77.0% 2 Heartland IRIS 88.6% 2 Partech Brink 83.0%

3 Heartland IRIS 64.0% 3 Altametrics NetPOS 85.5% 3 Heartland IRIS 81.4%

4 NCR Silver 52.0% 4 Revel Revel 84.5% 4 NCR Silver 79.1%

5 Partech Brink 36.0% 5 Partech Brink 74.5% 5 Revel Revel 73.1%

6 Toast Toast 26.0% 6 Toast Toast 74.4% 6 Toast Toast 72.8%

7 Altametrics NetPOS 7.0% 7 NCR Silver 50.2% 7 NCR Aloha 57%

Rank Vendor Product Score Rank Vendor Product Score

1 Heartland IRIS 84.8% 1 Altametrics NetPOS 81.8%

2 Altametrics NetPOS 83.1% 2 NCR Aloha 79.3%

3 NCR Aloha 79.3% 3 Partech Brink 74.4%

4 Partech Brink 77.1% 4 Revel Revel 71.3%

5 Revel Revel 69.7% 5 Heartland IRIS 69.2%

6 NCR Silver 67.2% 6 NCR Silver 67.5%

7 Toast Toast 64.1% 7 Toast Toast 66.4%

Technology

Experience Product Services

Integration

MarketLeaderboards


Quick-Service Leaderboard14

About Leaderboard• Experience section factors only Quick-Service experience

• Includes weighting for drive-thru and all order destination types

Analysis & Commentary• Three tiers of vendor Experience in Quick-Service:

• Clear leaders: Heartland-IRIS, NCR-Aloha, and Revel

• Significant experience: PAR-Brink and NCR-Silver

• Limited experience: Altametrics-NetPOS and Toast


1 Heartland IRIS 100% 88% 81% 85% 69% 85%

2 NCR Aloha 100% 91% 57% 79% 79% 85%

3 Revel Revel 100% 83% 73% 70% 71% 81%

4 Partech Brink 60% 75% 83% 77% 74% 73%


6 NCR Silver 58% 51% 79% 71% 68% 58%

7 Toast Toast 0% 73% 73% 64% 66% 55%

85%

85%

81%

73%

69%

58%

55%

IRIS

Aloha

Revel

Brink

NetPOS

Silver

Toast


Fast-Casual Leaderboard15

About Leaderboard• Experience section factors only Fast-Casual experience

• Does not factor in drive-thru, table-service, or mobile POS capabilities in the Product section.

Analysis & Commentary• Revel tops the Fast-Casual Experience section

• Only 4% overall difference between NCR-Aloha, Revel, Heartland-IRIS, and PAR-Brink


1 NCR Aloha 85% 92% 57% 79% 79% 82%

2 Revel Revel 95% 87% 73% 70% 71% 81%

3 Heartland IRIS 65% 91% 81% 85% 69% 79%

4 Partech Brink 60% 77% 83% 77% 74% 74%


6 Toast Toast 45% 75% 73% 65% 66% 65%

7 NCR Silver 40% 52% 79% 71% 68% 59%

82%

81%

79%

74%

70%

65%

59%

Aloha

Revel

IRIS

Brink

NetPOS

Toast

Silver


Table-Service Leaderboard16

About Leaderboard• Experience section factors only Table-Service experience

• Factors all Table-Service specific capabilities in the Product section (ex: check functionality, order firing, etc…)

• Does not factor in drive-thru or curb-side capabilities in the Product section

Analysis & Commentary• Three tiers of vendor Experience in Table-Service:

• Clear leaders: NCR-Aloha and Heartland-IRIS

• Significant experience: Revel, Toast, and NCR-Silver

• Limited experience: Altametrics-NetPOS and PAR-Brink


1 NCR Aloha 80% 93% 57% 80% 79% 81%

2 Heartland IRIS 60% 90% 81% 85% 69% 78%

3 Revel Revel 45% 88% 73% 71% 71% 71%


5 Toast Toast 45% 78% 73% 66% 66% 66%

6 Partech Brink 10% 75% 83% 78% 74% 63%

7 NCR Silver 40% 52% 79% 67% 68% 59%

81%

78%

71%

70%

66%

63%

59%

Aloha

IRIS

Revel

NetPOS

Toast

Brink

Silver


Pizza-Service Leaderboard17

About Leaderboard• Experience section factors only Pizza-Service experience

• Factors pizza-specific capabilities in the Product section (ex: tracking toppings by halfs, thirds, quarters, etc…)

• Does not factor in drive-thru capabilities in the Product section

Analysis & Commentary• Three tiers of vendor Experience in Table-Service:

• Clear leaders: NCR-Aloha, Revel, and NCR-Silver

• Limited experience: Toast

• No experience: Altametrics-NetPOS, Heartland-IRIS, and PAR-Brink


1 NCR Aloha 75% 92% 57% 79% 79% 80%

2 Revel Revel 55% 88% 73% 70% 71% 73%


4 Heartland IRIS 0% 90% 81% 85% 69% 66%

5 Partech Brink 0% 75% 83% 77% 74% 61%

6 Toast Toast 20% 78% 73% 65% 66% 61%

7 NCR Silver 45% 53% 79% 67% 68% 60%

80%

73%

68%

66%

61%

61%

60%

Aloha

Revel

NetPOS

IRIS

Brink

Toast

Silver

OtherLeaderboards


Solution-Only Leaderboard19

About Leaderboard• Factors solution-specific sections only (Product,

Integration, and Technology)

• Does not factor the Experience or Services sections

Analysis & Commentary• Only 3% overall difference between NCR-Aloha,

Altametrics-NetPOS, and Heartland-IRIS


1 NCR Aloha 92% 79% 79% 85%

2 Altametrics NetPOS 85% 83% 82% 84%

3 Heartland IRIS 89% 85% 69% 82%

4 Revel Revel 85% 70% 71% 77%

5 Partech Brink 74% 77% 74% 75%

6 Toast Toast 74% 64% 66% 69%

7 NCR Silver 50% 67% 68% 60%

85%

84%

82%

77%

75%

69%

60%

Aloha

NetPOS

IRIS

Revel

Brink

Toast

Silver


Franchisor Leaderboard20

About Leaderboard• Franchisor experience is half the Experience section with

the other half divided equally between experience in Quick-Service, Fast-Casual, Table-Service, and Pizza-Service

Analysis & Commentary• Three tiers of vendor Experience in Franchisors:

• Clear leaders: NCR-Aloha, Heartland-IRIS, Revel , and NCR-Silver

• Significant experience: PAR-Brink and Toast

• Limited experience: Altametrics-NetPOS


1 NCR Aloha 93% 92% 57% 79% 79% 84%

2 Heartland IRIS 76% 89% 81% 85% 69% 81%

3 Revel Revel 82% 85% 73% 70% 71% 77%


5 Partech Brink 41% 74% 83% 77% 74% 69%

6 NCR Silver 70% 50% 79% 67% 68% 64%

7 Toast Toast 24% 74% 73% 64% 66% 60%

84%

81%

77%

69%

69%

64%

60%

Aloha

IRIS

Revel

NetPOS

Brink

Silver

Toast

Vendors


Summary• NCR Aloha was the top overall performer in

the 2017 Q4 report

Strengths• Significant advantage in level of experience

• Ranked #1 in Experience and Product sections

• Integration - significant # of existing 3rd-party integrations due to large customer base

Concerns• Ranked lowest in Services section

• Integration - charge fees to vendors and customers and require approval to integrate

• Cloud strategy still a work-in-progress

• Hosting DR to alternate site within 7 days (becomes more critical as NCR moves toward their cloud strategy)

22

Rank

Scale Leaderboards

1

3

Market Leaderboards

2

1

1

1

Additional Leaderboards

1

1

Products Reviewed:

Aloha POS 15.1

NCRAloha

85%

Franchisor 93% 92% 57% 79% 79% 84%

Solution-Onlly 92% 79% 79%

81%

Pizza-Service 75% 92% 57% 79% 79% 80%

Table-Service 80% 93% 57% 80% 79%

85%

Fast-Casual 85% 92% 57% 79% 79% 82%

Quick-Service 100% 91% 57% 79% 79%

83%

SMB 91% 57% 79% 79% 81%

Enterprise 88% 92% 57% 79% 79%

Leaderboard Experience Product Services Integration Technology Overall

Franchisor

1 3 2 1 1 1 1 1

Leaderboard RankingsEnterprise SMB Quick-Service Fast-Casual Table-Service Pizza-Service Solution-Only

Leaderboard Section Scores


Summary• Ranked #1 in the Quick-Service leaderboard

and top 4 in all others

• Focusing on Xenial, their next gen POS platform (will be reviewed in 2018 Q1 market report)

Strengths• Ranked in top 3 in all but Technology

section

• Experience - IRIS proven in multiple 1000+ location deployments

• Integration - significant # of existing 3rd-party integrations due to large customer base

Concerns• Overall - as Heartland’s legacy platform,

IRIS will take a back seat to Xenial over the next year as they focus on transitioning customers

• Experience - low in Pizza-Service experience

• Integration - charge fees to customers

• Technology - architecture

23

Rank

Scale Leaderboards

2

2

Market Leaderboards

1

3

2

4


3

2

Leaderboard Top-Level ScoresLeaderboard Experience Product Services Integration Technology Overall

Franchisor

2 2 1 3 2 4 3 2

Enterprise SMB Quick-Service Fast-Casual Table-Service Pizza-Service Solution-Only

78%

SMB 87% 81% 85% 69% 81%

Enterprise 64% 89% 81% 85% 69%

85%

Fast-Casual 65% 91% 81% 85% 69% 79%

Quick-Service 100% 88% 81% 85% 69%

78%

Pizza-Service 0% 90% 81% 85% 69% 66%

Table-Service 60% 90% 81% 85% 69%

82%

Franchisor 76% 89% 81% 85% 69% 81%


HeartlandIRIS

Leaderboard Rankings

Products Reviewed:

IRIS 4.1,

Beanstalk Engage

6.3.5, XKS 2.0,

Heartbeat 1.0,


Summary• Solid and balanced performance in all

categories

Strengths• Experience - extensive experience in Quick-

Service and Fast-Casual categories

• Experience - extensive franchisor experience

• Technology - the only vendor to allow adding custom data fields through configuration

Concerns• Product - drive-thru capabilities

• Integration - charge fees to vendors and customers and require approval to integrate

• Technology - only Apple iOS

24

Rank

Scale Leaderboards

3

5

Market Leaderboards

3

2

3

2


4

3


Franchisor

3 5 3 2 3 2 4 3


76%

SMB 82% 73% 70% 71% 75%

Enterprise 77% 85% 73% 70% 71%

81%

Fast-Casual 95% 87% 73% 70% 71% 81%

Quick-Service 100% 83% 73% 70% 71%

71%

Pizza-Service 55% 88% 73% 70% 71% 73%

Table-Service 45% 88% 73% 71% 71%

77%

Franchisor 82% 85% 73% 70% 71% 77%


RevelPOS

Products Reviewed:

Revel POS 2.25



Summary• Strong and solid performance in all

categories except Experience

• Ranked #1 in SMB leaderboard, which doesn’t factor experience

• Ranked #2 in Solution-Only leaderboard, which doesn’t factor experience or services

Strengths• Services - ranked #1 (note: supporting <50

location customers)

• Technology - ranked #1

Concerns• Experience - lack of experience with chains

over 50 locations deployed with their POS (the acquisition of NetPOS by Altametricsshould help them scale to handle larger customers)

• Product - table management

• Product - kitchen management

• Store Management - loss prevention

25

Rank

Scale Leaderboards

4

1

Market Leaderboards

5

5

4

3


2

4

Products Reviewed:

NetPOS

5.42.4.201762600,

Xformity 2017.1,

eRestaurant7i.17.1,

Zip 2017.1

(Schedules, Clock,

Haccp, Checklist,

Inventory, Ordering,

and Forecast)


Franchisor

4 1 5 5 4 3 2 4


69%

SMB 83% 91% 83% 82% 84%

Enterprise 7% 85% 91% 83% 82%

69%

Fast-Casual 10% 86% 91% 83% 82% 70%

Quick-Service 5% 86% 91% 83% 82%

70%

Pizza-Service 0% 86% 91% 83% 82% 68%

Table-Service 10% 86% 91% 83% 82%

84%

Franchisor 8% 85% 91% 83% 82% 69%



AltametricsNetPOS


Summary• A solid cloud-based POS platform and is

gaining traction with enterprise-level clients

Strengths• Cloud-based solution

• Ranked #2 in the Services section

• Ranked #3 in the Technology section

• Integration - significant # of existing 3rd-party integrations

Concerns• Kitchen - routing & configuring

codes/colors capabilities

• Store Management - table management & reporting

• Integration – charge support fees to vendors and require approval to integrate

26

Rank

Scale Leaderboards

5

4

Market Leaderboards

4

4

6

5


5

5

75%

Franchisor 41% 74% 83% 77% 74% 69%


61%

SMB 72% 83% 77% 74% 75%

Pizza-Service 0% 75% 83% 77% 74%

74%

Table-Service 10% 75% 83% 78% 74% 63%

Fast-Casual 60%

Quick-Service 60% 75% 83% 77% 74% 73%

Enterprise 36% 74% 83% 77% 74%

6 5 5 5

77% 83% 77% 74%

68%BrinkPartech

Products Reviewed:

Brink POS 4.1

Leaderboard RankingsEnterprise SMB Quick-Service Fast-Casual Table-Service Pizza-Service


Solution-Only Franchisor

5 4 4 4


Summary• A growing cloud-based solution

Strengths• Ordering - table-service

• Ordering - mobile POS

• Store Management - cash/till management

Concerns• Experience - no Quick-Service customers,

largest customer 140 locations

• Ordering - drive-thru, no conversational ordering (must select item first)

• Store Management - table management & loss prevention

• Integration - not a significant # of existing 3rd-party integrations

• Technology Operability - KDS inoperable during internet or hosting down

• Technology - only Android

27

Rank

Scale Leaderboards

6

6

Market Leaderboards

7

6

5

6


6

7


Franchisor

6 6 7 6 5 6 6 7


61%

SMB 73% 73% 64% 66% 69%

Enterprise 26% 74% 73% 64% 66%

55%

Fast-Casual 45% 75% 73% 65% 66% 65%

Quick-Service 0% 73% 73% 64% 66%

66%

Pizza-Service 20% 78% 73% 65% 66% 61%

Table-Service 45% 78% 73% 66% 66%

69%

Franchisor 24% 74% 73% 64% 66% 60%


ToastPOS

Products

Reviewed: Toast

POS 2.17



Rank

Scale Leaderboards

7

7

Market Leaderboards

6

7

7

7


7

6


Franchisor

7 7 6 7 7 7 7 6


60%

SMB 51% 79% 67% 68% 63%

Enterprise 52% 50% 79% 67% 68%

58%

Fast-Casual 40% 52% 79% 71% 68% 59%

Quick-Service 58% 51% 79% 71% 68%

59%

Pizza-Service 45% 53% 79% 67% 68% 60%

Table-Service 40% 52% 79% 67% 68%

60%

Franchisor 70% 50% 79% 67% 68% 64%


NCRSilver

Products

Reviewed: NCR

Silver 4.4

Leaderboard RankingsSummary• A solid SMB-level POS

Strengths• Experience - franchisor experience

• Experience - balanced experience in all four markets

• Experience - scored 4th in Experience and Services sections

Concerns• Product - lowest score in the Product

section

• Ordering - drive-thru

• Kitchen - routing and configurability

• Store Management - table management, shift management, loss prevention

• Enterprise Management - location and menu management

• Integration - not a significant # of existing 3rd-party integrations

• Technology Infrastructure - server and site disaster recovery

• Technology - only Android or Apple iOS

28

More Detail?


Market Grid30

Leverage Grid Decision’s Market Grid for a deeper level of visibility of the scoring that drove the leaderboard ranking in this report:

• Includes top 3 levels of categories

• Weighting models defined with input from our Hospitality Customer Advisory Board (see slide 7) for the following leaderboards:• Enterprise• SMB• Quick-Service• Fast-Casual• Table-Service• Pizza-Service• Solution-Only• Franchisors

Example of Market Grid Excel file


Custom Grid (& Additional Consulting Option)

31

Leverage Grid Decision’s Custom Grid option and Peak Portfolio’s consulting services to fast-track your vendor selection process (note: Custom Grid customers receive the vendor RFI responses to see question-level data):


Custom Market Grid

2017-q4 hospitality pos software market report · 7 altametrics netpos 7.0% 7 ncr silver 50.2% 7...

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