How Dunkin' Leverages AI to Drive Its Rewards Program FEATURE STORY (P

How Dunkin' Leverages AI To Drive Its Rewards Program FEATURE STORY (p . 6)

SEPTEMBER 2019

News and Trends Restaurants feud with Yelp and 9 Grubhub

Deep Dive QSRs turn to AI and ML to better serve 13 customers through voice, kiosks and back- end operations

Scorecard The latest mobile order-ahead provider 19 rankings MOBILEORDER-AHEAD Tracker Table Of Contents

What's Inside 3 QSRs and third-party digital ordering platforms work to keep up with record customer demand

Feature Story Stephanie Meltzer-Paul, Dunkin’s vice president of digital and loyalty 6 marketing, discusses how the DD Perks loyalty program engages members and offers insights

News and Trends 9 The latest headlines from the mobile order-ahead space, including Starbucks’ plan to open a pickup-only concept store in Manhattan

Deep Dive 13 An in-depth look at how QSRs are leveraging AI and ML to power faster ordering

Scoring Methodology 16 Who’s on top and how they got there

Top 10 Providers and Scorecard 18 The results are in. See the top scorers and a provider directory featuring 77 players in the space

About 49 Information on PYMNTS.com and Kount

Acknowledgment

The Mobile Order-Ahead Tracker is powered by Kount, and PYMNTS is grateful for the company’s support and insight. PYMNTS.com retains full editorial control over the following findings, methodology and data analysis.

Digital food ordering is more popular than ever, with and Houston. Some third-party delivery services do not restaurant delivery expected to grow at three times the have what it takes to survive, though — even eCommerce rate of on-site dining between 2018 and 2023. More than giant Amazon could not find a foothold in the mobile or- half of these delivery orders are projected to come from dering market. restaurant-branded apps or websites. Entrepreneurs The competition will only intensify as the market grows, with their fingers on the market’s pulse are even opening pushing both restaurants and third-party platforms to fight phantom restaurants that have no brick-and-mortar pres- for customer dollars. ences and exist solely to serve third-party delivery apps’ customers. Mobile order-ahead developments around

Quick-service restaurants (QSRs) are employing increasing- the world ly sophisticated automated tools like artificial intelligence Fast-casual restaurant and bakery Panera Bread recent- (AI) and machine learning (ML) to keep pace with the ly announced partnerships with DoorDash, Grubhub and growth. AI and ML are leveraged in both customer-facing Uber Eats to expand its mobile ordering options. Custom- applications like voice-activated ordering systems and in ers will be able to order through the third-party sites as back-of-house functions that provide staff with more ef- well as Panera’s and have their food delivered by the lat- ficient order processing and inventory fulfillment. Such ter’s drivers. Delivery currently accounts for 7 percent of tools do not come cheap, however. McDonald’s reported- the chain’s total sales.

ly invested $2.4 billion in self-service ordering kiosks last Third-party platforms are also expanding their capabilities. year, for example. Postmates recently introduced group ordering, enabling The race to keep up with the demand for mobile customers to create groups and set dollar limits for each order-ahead is no less fierce on the third-party front. Door- person. The group creator can also set tip amounts before Dash is the current market leader with 36 percent of meal orders are placed. Postmates’ group ordering option lacks delivery sales, followed by Grubhub at 33 percent. Different several features its competitors offer, however, including services are more prevalent in certain regions, however. splitting the bill with Venmo and allowing an entire office Grubhub reigns supreme in Boston, New York and Phila- to place a single order. delphia, while DoorDash gets most of its sales from Dallas

Other third-party platforms have found themselves in hot water. A group of restaurants has alleged that Yelp has Executive replaced the “Takeout and Delivery” phone number on restaurants’ pages with Grubhub phone numbers, mean- INSIGHT ing that customers have been inadvertently been placing orders through the third-party platform. This has allowed Grubhub to charge restaurants with service fees. Yelp has How can AI- and ML-based fraud prevention begun to specificallylabel which phone numbers are affili- solutions reduce the need for human oversight? ated with Grubhub as a result. “The best fraud analysts seem to have an innate ability to For more on these stories and other mobile order-ahead identify fraudulent transactions. With a quick review, they developments, read the Tracker’s News and Trends sec- are able to just know when something is off. It’s a skill built tion (p. 9). over time: First, they learn from what’s happened in the past, then they start to be able to see anomalies in certain Dunkin’s loyalty program runs on AI transactions. Dunkin’ is one of the largest QSR chains in the world, with Next-generation AI-driven fraud prevention is able to emu- 11,300 locations in 36 countries. One of the tools fueling late the decision-making process of an experienced fraud analyst by weighing the outcomes of both supervised and its omnipresence is DD Perks, its mobile loyalty program unsupervised machine learning. [Supervised] ML con- that rewards customers with free donuts or coffee. Behind siders historic data while [unsupervised] ML analyzes the scenes of this service is a sophisticated AI network linkages, identifying bad actors. The best AI draws from that leverages data analytics to make sure customers get a robust universal data network comprised of billions of the right offers at the right times. For this month’s Feature transactions over a number of years, making the process Story (p. 6), PYMNTS spoke with Stephanie Meltzer-Paul, faster, more accurate and more scalable than what a fraud Dunkin’s vice president of digital and loyalty marketing, on analyst can accomplish alone. powering DD Perks with AI and the app's insights. Yet, this doesn’t mean AI-driven fraud prevention replac- es people. In fact, fraud analysts can add increased value Deep Dive: How AI makes QSRs smarter by contributing on a strategic level rather than managing manual reviews. Depending on the company, product or AI and ML are rapidly making inroads in a variety of sectors, promotion, Kount’s customizable controls allow fraud pre- automating or supplementing many jobs that were once vention managers to set risk thresholds based on tolerance done by hand. QSRs are no exception, with AI-powered and desired outcomes. Fraud prevention isn’t just about voice ordering, inventory management and self-service ki- eliminating chargebacks, because that is easy to do: sim- osks becoming more commonplace. This Tracker’s Deep ply don’t accept any orders. The most effective and agile Dive (p. 13) explores how AI and ML applications are af- fraud prevention needs human input in order to maximize fecting QSRs and how the technologies work in tandem outcomes — because that means the company has aligned their fraud prevention strategy with their business goals.” with human employees.

BRAD WISKIRCHEN CEO, Kount

Five Fast Facts

12m 28m Total number of DD Total number of delivery orders Perks members placed through Panera Bread’s mobile app this year

$2.05b 70% 1,800 Projected growth of the self- Portion of fast food Number of Chipotle service kiosk market between orders placed at drive- locations testing AI 2019 and 2023 thrus voice ordering

Dunkin’ is one of the most widespread QSR brands in the world, How DD Perks works selling coffee, donuts and breakfast items at more than 11,300 DD Perks leverages a points-based system to foster return vis- locations in 36 countries, including 8,500 restaurants across its, similar to many of its competitors’ offerings. Members earn the United States. One might think that a chain with such a five points for every dollar spent, with 200 points earning them global footprint might not need a dedicated program to foster a free beverage. Members are periodically given additional ben- customer loyalty, but with 12 million members and an addi- efits, such as a free birthday beverage or discounted items for tional 500,000 added every quarter, the DD Perks mobile app special events like local sports team victories. rewards program has proved to be a hit. “As an example, we recently celebrated the start of summer An extensive analytics framework is necessary to keep this with three times the points on medium or large … iced or frozen massive number of customers satisfied, however, pushing beverages,” Meltzer-Paul said. Dunkin’ to implement AI-driven applications to enhance the DD Perks accounts for approximately 13 percent of all Dunkin’ mobile customer experience. Stephanie Meltzer-Paul, Dunkin’s sales in the U.S., but this growth was stymied because custom- vice president of digital and loyalty marketing, recently spoke ers were required to preload credit cards to use the app. Many with PYMNTS about how DD Perks entices customers to make were hesitant to do so, fearing security breaches. Dunkin’ is no return visits and how Dunkin’ leverages AI to assist both members and other customers.

stranger to such attacks and announced data breaches in Dunkin’s AI can send a coupon for the donut to encourage November and February. a return visit.

Dunkin’ took these concerns to heart and launched a pilot “We’re still early in that journey,” she said. “We’ll continue program in April at 1,000 of its U.S. locations that allowed to evolve our data analytics capabilities, and AI is one area customers to receive rewards no matter how they paid. All we’re exploring.” they had to do to earn points was scan a QR code on the The chain introduced ordering through Amazon Alexa and Dunkin’ app or swipe a new physical membership card. Google Assistant last year, allowing customers to link their Meltzer-Paul noted that Dunkin’ plans to expand the pro- accounts to the voice assistants and speak their orders gram nationwide in the near future. conversationally. Dunkin’s priority remains its in-house The rise of mobile ordering has even affected how mobile app, however. Dunkin’ designs its physical stores. Its new wave of “We find that the majority of our guests who use on-the- “Next-Generation” locations include much larger mobile go mobile ordering place their orders through the Dunkin’ order pick-up areas near their entrances, allowing guests mobile app, and we’re focusing our efforts on making the to skip the line. Digital order status boards will also help in-app ordering experience even quicker and more seam- customers keep track of their orders. less for them,” Meltzer-Paul explained. Dunkin’ runs on AI The future of Dunkin’ DD Perks also provides Dunkin’ with valuable insights into Dunkin’ is also implementing a number of new features their members’ spending habits in addition to promoting to compete with other coffee giants. The chain partnered customer loyalty. The program tracks customers' favor- with Grubhub and Seamless to offer delivery options in ite menu items, as well as how often they order and what New York City, with plans to expand to other major markets time of day. by the end of the year. Dunkin’ also recently announced a “We collect data to make our mobile app and DD Perks partnership with Beyond Meat to provide vegetarian meat program even more valuable and relevant to our guests,” substitutes for its breakfast sandwiches. Meltzer-Paul explained. “For instance, we can analyze a Dunkin’ may be a large chain, but it does not take much for guest’s buying patterns so we can offer up more relevant customers to switch to another QSR. Further innovations future offers and promotions through DD Perks and sug- in rewards programs and AI will be critical if Dunkin’ wants gest new products they may be interested in trying.” to maintain its presence. If a guest orders a Boston cream donut every Monday for an extended period of time, for example, then skips a week,

NEW QSR MOBILE ORDER-AHEAD company plans to open a pickup-only store in Manhattan. INITIATIVES Starbucks tested this concept earlier this summer when it opened a location in Beijing that had a small counter for Dunkin’ announces expansion of mobile ordering in-store ordering and dedicated most of its floor space to features Starbucks orders. Delivery riders could easily collect their Dunkin’ Brands CEO David Hoffman announced new en- orders and customers could pick up their coffees from hancements to the Dunkin’ mobile app on a recent earnings wall-mounted shelves. call with analysts. The initiatives include a planned expan- The Manhattan store is scheduled to open this fall, with sion of delivery services and multitender, which allows stores in Boston, Chicago, San Francisco and several other Dunkin’ Rewards members to earn loyalty points no mat- cities to open later, pending the first store’s success. John- ter how they pay. Both features were introduced in a limited son said that the pickup stores are not meant to replace capacity earlier this year and will be released nationwide by tradition Starbucks branches but rather supplement them. the end of 2019. The number of Dunkin’ “next-generation” Concentrating mobile orders at pickup-only stores en- locations with mobile order pickup is also expected to in- ables staff to maximize their output, preventing them from crease, rising from 300 locations to 500 by the end of the worrying about cleaning restrooms or waiting on in-store year. Dunkin’s mobile orders account for up to 25 percent customers. of all transactions in urban areas during peak hours, ac- cording to the earnings call, which also stated that mobile Panera Bread rolls out third-party ordering orders increased 30 percent year over year. Fast-casual restaurant and bakery chain Panera Bread has Starbucks to launch pickup-only store concept in partnered with DoorDash, Grubhub and Uber Eats to expand Manhattan its mobile ordering options and delivery capabilities. Cus- tomers will now be able to order through Panera’s mobile Fellow coffee giant Starbucks’ CEO, Kevin Johnson, re- app, website or third-party delivery services, and Panera’s cently revealed in an interview with Bloomberg that the

drivers will deliver their orders. A press release announc- loyalty programs into one menu. It prevents customers ing the service stated that a total of 28 million orders have from having to keep track of their free meals by integrating been placed through Panera’s app and website since its in- all of their rewards options into Grubhub’s interface. Matt troduction and that delivery accounts for 7 percent of the Maloney, Grubhub’s founder and CEO, stated that the new chain’s total sales. feature allows restaurants to aggressively promote their discounts and loyalty programs so customers will be more Orders made through third-party platforms are currently in- likely to take advantage of them. Some restaurants have eligible for MyPanera rewards points, though the company reported that listing promotions on third-party apps hurt plans to integrate the function in the near future. There were their bottom lines, however, as they must often pay hefty 2,143 Panera Bread locations in the U.S. and Canada as of commissions to do so. June, 1,600 of which offer delivery services. The move is one of several Grubhub has made to stay ahead THIRD-PARTY DEVELOPMENTS AND of its competitors, such as its acquisition of LevelUp earlier this year. The latter helps restaurants such as Just Salad INTEGRATIONS and Shake Shack develop loyalty programs. Postmates introduces group ordering functionality Preoday, Optomany partner on payment solutions Third-party delivery app Postmates is following in the steps for mobile ordering of competitors DoorDash and Caviar by introducing group ordering capabilities. Customers can create groups and in- Digital ordering platform Preoday and payments processor vite others to join them. Group creators can set dollar limits Optomany recently teamed up to create integrated payments for each person, make any final edits once all orders have solutions for hospitality providers. Optomany’s payments been added and set tip amounts before placing orders. processing functionality will be platform-agnostic and, Postmates promoted the new feature by offering discounts when combined with Preoday’s open application program- to the first 100 customers to use it. Orders can be placed on ming interface (API), will allow the solutions to integrate the Postmates mobile app or website, and while the func- with any electronic point-of-sale (ePOS) system or loyal- tionality is a step in the right direction, the option lacks ty program. features like bill splitting or allowing entire offices to place The partnership will also allow customers to change one order. payment providers without reconfiguring their Preoday platforms. Adrian Wilding, Optomany’s CEO, stated that en- Grubhub mobile app introduces Perks tab for meal terprises that currently use Optomany’s payments platform discounts will now be able to add in-app payments to their ordering Grubhub is also expanding its app functionality with its new platforms. Perks tab, which combines meal coupons and restaurant

Revention, DoorDash partner on last-mile delivery understood these terms applied to Grubhub’s integration services with the Yelp app.” Another collaboration comes from restaurant management app Revention and delivery giant DoorDash. The BUMPY MOBILE ORDER-AHEAD two are partnering on a new initiative to help restaurants EXPANSIONS streamline delivery operations, particularly last-mile logis- tics. The solution will combine the former’s point-of-sale Bhutan’s first mobile ordering app faces (POS) and online ordering systems with the latter’s deliv- competition ery capabilities. Mobile order-ahead is expanding into countries where digital ordering is just beginning to emerge. Oie Dish8Door, The partnership is one of DoorDash’s many recent expan- Bhutan’s first mobile order-ahead app, wasfounded in 2018 sion efforts as it works toward its anticipated initial public and enables residents of Thimphu to order dishes from 38 offering (IPO). The company purchased Square’s food deliv- restaurants. The app, which is available on Android and iOS, ery service, Caviar, in August and raised nearly $1.4 billion is now seeing some competition as DrukFood prepares to in funding rounds over the last year and a half, bringing its launch in the region. valuation to $12.6 billion. The company also recently se- cured a $400 million credit line to increase its IPO potential. DrukFood is the food delivery arm of transportation app DrukRide, which is partnering with Sydney-based Meal Yelp accused of replacing restaurant phone Temple to provide mobile ordering services in Bhutan. Meal numbers with Grubhub numbers A group of restaurants filed a suit against Grubhub in Jan- uary, claiming that their phone numbers had been replaced with new numbers that sent users to third-party delivery platform Grubhub. The latter allegedly monitored the calls and charged restaurants if orders were placed. The restaurants also alleged that Yelp is conducting a similar scheme by replacing the “Takeout and Delivery” numbers with Grub- hub’s information, causing customers to inadvertently place orders through Grubhub rather than directly with the restaurant. This enabled Grubhub to charge fees. Yelp has begun to label which phone numbers are affiliated with Grubhub as a result of the controversy.

A company spokesperson told Nation’s Restaurant News that “the restaurants with Grubhub referral numbers have a marketing and customer acquisition agreement with Grub- hub. … We’ve come to realize that not all restaurant owners

Temple previously offered such solutions in Laos, Myan- have recently joined the club. Visitors can now use the My mar, Cambodia and other Southeast Asian nations. Disney Experience app to preorder concessions from Sas- sagoula Floatworks and Food Factory, as well as the World Indian eateries push back against third-party Premiere, End Zone and Intermission Food Courts. The new mobile order-ahead apps entrants join Contempo Café, Everything POP Shopping & Mobile order-ahead might be expanding in some areas, but Dining, The Mara and others. it is meeting resistance in others. Restaurants in India are The recently opened Star Wars Galaxy’s Edge is also get- fighting back against delivery apps like Swiggy, Uber Eats ting in on the trend, with Docking Bay 7 Food and Cargo, the and Zomato, claiming that their discounts eat into restau- Milk Stand and Ronto Roasters enabling ordering in early rant revenue. Many of the nation’s restaurants have joined September. Mobile ordering is now available at more than a Twitter movement, listing their grievances under #logout. 20 eateries across Disney World’s four theme parks. Restaurant owner Aakanksha Porwal stated that mobile order-ahead apps cost her up to 20 percent of her reve- University of New Mexico launches mobile ordering nues, excluding the $550 signup fee. Customers received powered by Grubhub significant discounts through the apps but they came out of Mobile order-ahead is growing more popular on college Porwal's profit margin, rather than the apps’. She also said campuses, with the University of New Mexico (UNM) be- that the promise of discounts caused many customers to coming the latest to join the trend. UNM students can now be rude to her staff. use Grubhub to preorder items from campus food vendors, paying either in cash or with LoboCa$h, a UNM currency Restaurant owner Rahul Singh agreed with Porwal, telling linked to student ID cards. The offering allows students The New York Times that “the consumer believes that a dis- to skip lines at their chosen vendors when picking up count has been his right, not a privilege. But all of this is their orders. coming out of the restaurants’ pockets.” The Grubhub functionality will also enable students to MOBILE ORDER-AHEAD POPS UP IN bookmark their favorite orders and take advantage of promotional discounts and flash sales. On-campus delivery UNEXPECTED PLACES services are currently unavailable, but Grubhub plans to un- Disney parks expand mobile ordering options veil them in the near future. Mobile food ordering has existed at Disney World for some time now, but several new quick-service restaurants (QSRs)

HOW ARTIFICIAL INTELLIGENCE MAKES QSRs SMARTER

AI and ML are some of today’s most hotly discussed tech- Dunkin' and Starbucks. Chipotle also recently implemented nologies, sparking both optimism about a future less reliant AI-based voice-activated food ordering, which it plans to in- on human labor and fears of job loss. QSRs have ample op- troduce to all 2,500 of its locations by the end of 2019. Its portunities for such technologies. Hungry customers can use system utilizes a learning algorithm that offers phone cus- sophisticated AI tools to place orders by talking to voice as- tomers suggestions, such as adding guacamole or sour sistants as if they were human cashiers, for example. AI is cream, based on their prior orders. The tool was piloted at 10 also working behind the scenes at restaurants to make dai- Chipotle locations last year and is now being tested at 1,800 ly operations more efficient, reducing the potential for human of its restaurants. The feature is meant to streamline the or- error and shaving precious seconds — or even minutes — off dering process and reduce the amount of time employees average turnaround times. These technologies have ample spend on the phone, allowing them to focus on their jobs. uses in the QSR space, but some deployments are having par- Smaller chains are also looking into voice-activated ordering ticularly pronounced effects in the space. systems. Good Times Burgers & Frozen Custard, a 36-location AI-powered voice recognition chain in Colorado and Wyoming, recently installed AI voice systems in its drive-thrus, resulting in a 10 percent to 25 per- The most visible AI integration is voice-recognition sys- cent reduction in average wait times. tems, which have been deployed at restaurants like Domino's,

“While our AI is carrying on a conversation with the custom- The value of the global self-service kiosk market is expected er, the employees are listening to the exchange and actually to grow by $2.05 billion between 2019 and 2023, underlining preparing the food,” Good Times’ founder, Rob Carpenter, told the rising demand for automated services in QSRs, retailers Northwestern University’s Medill News Service. “So, we are and beyond. seeing a lot of situations that, by the time the driver leaves the drive-thru speaker and pulls up to the window, the employee is Behind-the-scenes AI capabilities already walking over with their food ready to hand over.” AI and ML solutions can also help with back-of-house operations like scheduling — a logistical nightmare that’s well known Not only did this make customers happier, but it also let the QSR to anyone who has worked an hourly position. Handling on-call process more orders per hour — a key metric for drive-thrus. shifts, predicting the number of employees necessary during Studies have found that up to 70 percent of fast food orders certain times and allowing employees to swap shifts can be come from drive-thrus, so every second counts. complex and time-consuming. Carpenter added that the system also boosted employee sat- AI offerings can algorithmically determine schedules with isfaction by reducing friction between them and customers. AI employee input while also tracking individual employee per- systems do not grow bored with introducing themselves hun- formance when scheduling. It could determine which staff dreds of times per day and can deal with difficult customers member is best at upselling customers to higher-margin menu that would frustrate human workers. items, for example, and assign them to busier shifts where they AI at self-service kiosks have more interaction with customers. QSRs are leveraging self-service kiosks as another AI-powered These tools can also help with inventory and purchasing by ordering solution, complementing voice-activated phone and integrating with QSRs’ POS systems, enabling them to auto- drive-thru ordering. Fast food giant McDonald’s announced in matically determine what needs to be restocked. This reduces a January earnings call that most of its $2.4 billion investment guesswork as QSR owners no longer have to determine which in 2019 would be devoted to its kiosk-centered “Experience of items will be more popular and require larger inventory orders. the Future” store design. Panera Bread, Taco Bell and Wendy’s Such offerings can also ensure that staff are adhering to por- are also preparing to deploy kiosks, while Shake Shack has had tion sizes and prevent embezzlement. a cashless kiosk-only storefront in New York City since 2017. QSRs are just scratching the surface when it comes to AI ap- Automated kiosks help speed up lines and can also remember plications, and this nascent technology is sure to have many frequent visitors’ preferred orders as well as dynamically upsell more use cases in the future. them on higher-margin menu items. The AI can recognize the absence of an item, such as a milkshake that a frequent customer typically orders, and ask the user if they want to add it.

The PYMNTS Mobile Order-Ahead Tracker gives an overview of the trends and activities across the mobile order-ahead space, as well as the companies that offer relevant solutions and services. Each month, the Tracker’s News and Trends section provides a comprehensive update of the latest goings-on of the major industry players, technologies and solutions fueling the consumer-driven ecosystem. This visual representation of the mobile order-ahead ecosystem explains how we organize our News and Trends. Mobile Order Ahead Ecosystem ConsumerConsumer

Consumer Ordering Interfaces

MOBILE VOICE MESSENGER SMART CONNECTED APP ASSISTANT TV CAR

Consumer Acquirers

QSR BRANDED QSR AGGREGATORS

Integrators

QSR Acquirers

ORDER DIRECT ORDER AGGREGATORS

POSPOS

MOBILE ORDER-AHEAD SCORING METHODOLOGY

Companies included in the Tracker Scorecard are the top restaurants providing mobile order-ahead as an integrated offering within their operations. Providers have been scored and ranked based on three primary mobile order-ahead criteria:

Ordering loyalty App channels integrations usage

How orders can be placed How customers can access How many people interact via the app, including their loyalty or rewards with the app, including whether they can be made program accounts via a usage penetration rates, the through a branded app, business’ mobile app number of active monthly third-party aggregator, users and the average messenger app or session duration in seconds voice-activated app

Third-Party Aggregator Apps:

SDKs Enabling Branded Order-Ahead Apps:

Middleware Examples (Connecting Ordering Channels to POS):

Demand Side: QSR Branded Order-Ahead Apps

This month’s provider directory assesses 77 leading players in the space and scores them based on their mobile ordering apps' features and adoption levels.

Scoring factors in loyalty and rewards program integrations, the number of active users each month and the average time users spend on the app. Ordering channel options, including whether customers can order by voice and whether orders are placed through a branded app or a third-party aggregator, are also important.

STARBUCKS DOMINO’S PIZZA CHICK-FIL-A Starbucks remains in the top After a short score dip Down a bit from its second- mobile order-ahead slot, with the last month, Domino’s has place spot last month, international coffee chain’s mobile reclaimed its second-place Chick-fil-A is still the third- app and features retaining their position, boosting its score most popular QSR on the list, popularity. from last month’s low of 83 to though a little further away a solid 94. from Starbucks with its current score of 90.

score score 1 96 6 81

score score 2 94 7 79

score score 3 90 8 78

score score 4 88 9 72

score score 5 84 10 72

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 0 25 32

APPLEBEE'S Launch of mobile order service date: April 2016

The Applebee’s app allows customers to order and pay ahead. They can also create accounts to save favorite orders and earn loyalty points.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 7 39

ARGO TEA Launch of mobile order service date: November 2014

Argo Tea’s app enables customers to preorder and prepay for purchases. It allows customers to scan mobile devices to pay at the counter when picking up their orders, and offers rewards and loyalty features including perks for every 10 visits and credit for down- loading the app.

Loyalty Total Integrations Score Ordering App Usage Channels 25 Score 72 7 40

BJ’S RESTAURANT & BREWHOUSE Launch of mobile order service date: June 2014

The BJ’s mobile app allows customers to order ahead for takeout or dine-in, and offers split-the-bill features for group orders.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 34 66

BLAZE PIZZA Launch of mobile order service date: March 2016

The Blaze Pizza app enables guests to order and pay from smartphones and earn rewards including free meals. The app also provides online order histories, reordering capabilities and a nutrition calculator.

Loyalty Total Integrations Score Ordering App Usage Channels Score 15 25 41 81

BURGER KING Launch of mobile order service date: May 2016

The Burger King app is piloting an order-ahead tool via Facebook’s Messenger chatbot. The service would allow customers to place meal orders, select pickup locations and pay for purchases.

Loyalty Total Integrations Score Ordering App Usage Channels 25 Score 54 7 22

CALIFORNIA PIZZA KITCHEN Launch of mobile order service date: February 2017

The CPK Rewards app allows guests to order and pay from their phones, and earn rewards they can spend at participating locations.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 8 40

CAPRIOTTI’S Launch of mobile order service date: June 2015

Capriotti’s app enables customers to place and pay for orders. It is integrated with the company’s CAPAddicts Rewards Program and features a store locator.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 27 59

CAVA GRILL Launch of mobile order service date: November 2013

The CAVA app enables customers to view the restaurant’s full menu, customize dishes, pay in-app and order in advance.

Loyalty Total Integrations Score Ordering App Usage Channels Score 15 25 50 90

CHICK-FIL-A Launch of mobile order service date: June 2016

The Chick-fil-A app allows guests to customize their orders, pay in advance and skip lines when picking up their meal. It also offers a new rewards program and allows customers to save and reorder favorite items.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 39 71

CHILI'S Launch of mobile order service date: September 2011

The Chili’s app enables customers to find the nearest restaurant, put their names on seating wait lists and order meals to-go. It also saves previous orders and integrates with the My Chili’s Rewards program.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 0 37 44

CHIPOTLE MEXICAN GRILL Launch of mobile order service date: January 2009

The Chipotle app allows iOS and Android users to place orders and pay for them. It also enables users to find nearby restaurants, see menu and nutrition information and access recent orders.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 25 12 37

CHOP'T Launch of mobile order service date: November 2016

The Chop't app allows customers to place orders in advance to be picked up in-store, earning rewards. It shows the nearest restaurant and displays nutritional and allergen information about menu items.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 25 19 44

COSTA VIDA Launch of mobile order service date: November 2015

The Costa Vida app features order-ahead and rewards capabilities, displays special offers and encourages users to purchase gift cards for friends.

Loyalty Total Integrations Score Ordering App Usage Channels Score 15 0 23 38

DENNY’S Launch of mobile order service date: May 2017

The Denny’s app allows customers to place orders for takeout or delivery, and they can be tracked and are saved together with payment information. The solution also displays nutritional information.

Loyalty Total Integrations Score Ordering App Usage Channels Score 25 25 44 94

DOMINO’S PIZZA Launch of mobile order service date: February 2012

The Domino’s Pizza app enables customers to order and pay in English and Spanish, and earn rewards for purchasing. It connects with Ford Sync to track orders, and customers can place them on the go with Apple Watch or Pebble smartwatch. iPhone users can also access a voice-ordering assistant.

Loyalty Total Integrations Score Ordering App Usage Channels 0 Score 33 7 26

DONATOS PIZZA Launch of mobile order service date: January 2017

The Donatos Pizza app allows customers to place orders and retrieve past order information.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 36 68

DUNKIN’ DONUTS Launch of mobile order service date: August 2012

The Dunkin’ app enables order-ahead, gives users free beverages on special occasions and integrates with the DD Card, the Dunkin' prepaid card.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 20 52

EL POLLO LOCO Launch of mobile order service date: December 2016

The El Pollo Loco app allows customers to place and customize orders, choose whether to pick up or receive orders via delivery and pay in advance. Customers can also earn reward points and save their order histories.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 32 64

FIREHOUSE SUBS Launch of mobile order service date: August 2015

The Firehouse Subs App allows customers to order online, find locations and earn rewards. Firehouse Rewards, the restaurant’s digital loyalty program, is available at nearly all U.S. locations.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 0 28 35

FIVE GUYS Launch of mobile order service date: August 2011

The Five Guys Burgers & Fries app was developed by food ordering platform Olo, and it allows mobile ordering and order history capabilities, among other features.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 13 45

FREEBIRDS Launch of mobile order service date: June 2016

The Freebirds Restaurant app enables customers to place orders and pay via digital gift cards. They can also scan receipts to earn rewards.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 0 30 37

HUNGRY HOWIE’S PIZZA Launch of mobile order service date: January 2015

The Hungry Howie’s Pizza app allows customers to place and pay for orders and save payment methods for future use. Users can also create profiles, save orders and reorder past purchases.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 23 55

JAMBA JUICE Launch of mobile order service date: August 2015

The Jamba Juice app helps guests skip lines by enabling them to order and pay in advance. Users can save their preferred stores, earn reward points on their purchases and reorder from stored recent orders.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 29 61

JERSEY MIKE'S Launch of mobile order service date: April 2014

The Jersey Mike’s app, created in partnership with Splick.it and available via both Android and iOS, allows customers to locate Jer- sey Mike’s restaurants, choose orders from the full menu, pay ahead and store favorite items for easy return ordering.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 0 39 39

JIMMY JOHN’S Launch of mobile order service date: December 2014

The Jimmy John’s Sandwiches app allows patrons to order food and pick it up from the closest Jimmy John's location. Customers who sign in with the app can save their order information for future purchases.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 23 55

LA MADELEINE Launch of mobile order service date: February 2016

The la Madeleine app allows customers to make orders, pay for them and earn rewards. It also enables customers to find the closest restaurant location and view the restaurant’s menu.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 25 13 38

LE PAIN QUOTIDIEN Launch of mobile order service date: June 2015

The LPQ app allows diners to order and pay for food from their phones. It also enables them to pay their bills by scanning bar codes, as well as earn rewards points for purchases and discounts for referring friends.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 0 28 35

MCALISTER'S DELI Launch of mobile order service date: May 2017

The McAlister’s Deli app allows customers to place customized orders, shows nearby locations and displays special offers.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 47 79

MCDONALD'S Launch of mobile order service date: August 2015

The McDonald’s app allows customers to place and pay for mobile food orders. Users can save purchases for reordering, access exclusive discounts and find locations.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 32 64

MOE'S SOUTHWEST GRILL Launch of mobile order service date: April 2012

The Moe’s Rockin' Rewards app allows customers to place and pay for orders as well as earn rewards points. It also enables customers to find the nearest restaurant location.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 5 37

MOOYAH Launch of mobile order service date: May 2014

The MOOYAH Rewards app allows customers to place and pay for orders in advance. It also integrates with the MOOYAH Rewards program, a loyalty offering based on points obtained by scanning receipts.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 25 8 33

NOON MEDITERRANEAN Launch of mobile order service date: November 2016

The Noon Rewards app allows guests to order items and pay for them in advance. They can also earn reward points, including $9 for every $99 spent, and receive exclusive discounts.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 38 70

PANERA BREAD Launch of mobile order service date: April 2014

The Panera Bread app is designed to reduce wait times and speed service. It encompasses digital ordering, payments, operations and a revamped guest experience, whether customers are eating in or ordering to go. It also allows for customized menus and use of the MyPanera loyalty program.

Loyalty Total Integrations Score Ordering App Usage Channels Score 15 25 29 69

PAPA JOHN’S PIZZA Launch of mobile order service date: December 2010

The Papa John’s Pizza app allows customers to choose between delivery and carryout and features special offers. Users can also create accounts to save orders and earn reward points, and the app also provides information on nearby locations.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 23 55

PEI WEI Launch of mobile order service date: September 2016

The Pei Wei Rewards app lets customers order and pay for meals in advance, saves order history, allows access to Pei Wei's rewards program and displays special offers.

Loyalty Total Integrations Score Ordering App Usage Channels Score 25 25 38 88

PIZZA HUT Launch of mobile order service date: August 2009

The Pizza Hut app allows orders from a full and customizable menu, helping customers find local deals and the closest stores. It also allows them to pay directly from the app and accepts voice orders.

Loyalty Total Integrations Score Ordering App Usage Channels Score 8 25 23 56

PIZZAREV Launch of mobile order service date: November 2016

The PizzaRev app enables customers to place orders online while earning points for both spending and referring friends. Patrons can also use it to find the closest PizzaRev location and redeem rewards.

Loyalty Total Integrations Score Ordering App Usage Channels Score 8 0 21 29

PORTILLO'S Launch of mobile order service date: August 2016

The Portillo's app enables patrons to place their drive-through or in-store pickup orders.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 19 51

POTBELLY SANDWICH SHOP Launch of mobile order service date: March 2017

The Potbelly Sandwich Shop app lets patrons place orders for pickup or delivery. It also includes Potbelly Perks loyalty program, through which customers earn “smiles” that are later exchanged for meals.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 24 56

QDOBA MEXICAN EATS Launch of mobile order service date: December 2016

The QDOBA Rewards app allows users to order and pay in advance, accumulate points in their reward accounts and find the nearest restaurant locations.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 25 33 58

QUIKTRIP Launch of mobile order service date: October 2015

The QT app allows ordering for immediate or scheduled pickups.. It also provides exclusive deals and offers and in-app payments and customers can log in to save orders and preferences. The app also locates nearby branches for customers.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 24 56

QUIZNOS Launch of mobile order service date: June 2017

The Quiznos app enables customers to place and pay for orders, as well as earn loyalty points for each purchase. It also includes a customer feedback feature and promotional offers.

Loyalty Total Integrations Score Ordering App Usage Channels Score 15 25 31 71

SHAKE SHACK Launch of mobile order service date: October 2016

The Shake Shack app enables customers to place orders in advance, create custom profiles and find restaurants based on their GPS locations.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 25 35 60

SHEETZ Launch of mobile order service date: August 2017

The Sheetz app allows customers to order, earn loyalty points, pay with saved gift cards and view nutritional information.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 19 51

SNAP KITCHEN Launch of mobile order service date: December 2016

Snap Kitchen’s app enables users to earn order-ahead prepared meals for pickup. Customers also can schedule meal deliveries for up to a week in advance.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 0 42 49

SONIC Launch of mobile order service date: May 2014

The Sonic Drive-In app allows users to place and pay for orders in advance, earn rewards and send and receive digital gift cards.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 25 13 38

SPECIALTY’S CAFÉ & BAKERY Launch of mobile order service date: January 2016

The Specialty’s Café & Bakery mobile app enables patrons to make orders and save payment methods and preferences. It also helps customers find the closest locations and look up nutritional information for menu items.

Loyalty Total Integrations Score Ordering App Usage Channels Score 25 25 46 96

Top Mobile Order-Ahead Provider

STARBUCKS Launch of mobile order service date: September 2015

The Starbucks app allows users to order drinks and food in advance and pay for them via the app. Customers can also find nearby locations, customize orders and view an estimated time frame for order pickup.

Loyalty Total Integrations Score Ordering App Usage Channels Score 15 0 35 50

SUBWAY Launch of mobile order service date: July 2015

The Subway app enables customers to place orders 15 minutes in advance. Users can save their purchase histories and earn rewards at participating locations.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 29 61

SWEETGREEN Launch of mobile order service date: February 2013

The sweetgreen app allows users to order from a full menu and access a rewards program.

Loyalty Total Integrations Score Ordering App Usage Channels Score 17 25 36 78

TACO BELL Launch of mobile order service date: October 2014

The Taco Bell app allows users to order and pay via the app, set pickup times and use gift cards. They can also opt to receive real-time order status updates.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 25 43 68

TEXAS ROADHOUSE Launch of mobile order service date: November 2016

The Texas Roadhouse app enables customers to reserve spots in the table queue before arriving. Users can also pay from the table and earn rewards.

Loyalty Total Integrations Score Ordering App Usage Channels Score 8 25 29 62

TGI FRIDAYS Launch of mobile order service date: July 2016

The Fridays app allows patrons to order food and beverages for pickup, pay directly from the table, find nearby locations, view the menu and add, check and claim points through the chain's rewards program.

Loyalty Total Integrations Score Ordering App Usage Channels 25 Score 63 7 31

TROPICAL SMOOTHIE CAFE Launch of mobile order service date: March 2016

The Tropical Smoothie Cafe app enables customers to order food and link credit or debit cardsto make on-the-go payments when ordering ahead. It also offers an automatic reward credit earning feature.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 25 25 50

VEGGIE GRILL Launch of mobile order service date: December 2013

The Veggie Grill Rewards app allows users to order and pay for meals, and saves payment methods for easy future purchasing. It helps patrons locate the nearest restaurants and tracks both purchases and rewards, including a $9 reward for every $99 spent.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 40 72

WAWA Launch of mobile order service date: February 2017

The Wawa app allows Wawa Rewards members to place and pay for orders via their smartphones. It also enables customers to pay in-store with git cards, check their balances, earn rewards and find nutritional information.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 32 64

WHICH WICH Launch of mobile order service date: June 2015

The Which Wich app enables customers to order and pay through the platform, and is also connected to Vibe Club Rewards, the restaurant’s loyalty program.

Loyalty Total Integrations Score Ordering App Usage Channels Score 0 0 31 31

WHITE CASTLE Launch of mobile order service date: May 2012

The White Castle app allows customers to order and pay for meals on the go, and to save their favorites for repeat purchasing.

Loyalty Total Integrations Score Ordering App Usage Channels Score 25 25 34 84

WINGSTOP Launch of mobile order service date: August 2011

The Wingstop app allows customers to order up to a week in advance, customize their orders and find their nearest stores. They also can place them with the Wingbot virtual ordering assistant through text messages, Facebook Messenger, Twitter direct messages or Alexa voice orders.

Loyalty Total Integrations Score Ordering App Usage Channels Score 7 25 23 55

ZOËS KITCHEN Launch of mobile order service date: September 2017

The Zoës Kitchen app enables customers to place orders via their mobile devices. Other features include user profiles, order histories, rewards and a store locator.

About The Tracker The PYMNTS.com Mobile Order-Ahead Tracker is designed to give an overview of the trends and activities across the mobile order-ahead space and the companies that offer solutions and services.

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CMY K PYMNTS.com is where the best minds and the best content meet on the web to learn about “What’s Next” in payments and commerce. Our interactive platform is reinventing the way in which companies in payments share relevant information about the initiatives that shape the future of this dynamic sector and make news. Our data and analytics team includes economists, data scientists and industry analysts who work with companies to measure and quantify the innovation that is at the cutting edge of this new world.

Kount provides an all-in-one SaaS platform to help online businesses, merchants, acquiring banks and payment service providers detect fraud and avoid turning away legitimate customers. As part of this effort, the company leverages machine learning and artificial intelligence techniques to analyze risk in transactions. Kount serves a variety of client industries. It helps its food and beverage merchant clients secure payments, avoid fraudulent orders and facilitate the checkout process in mobile channels and traditional eCom- merce models.

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