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市場調査レポート

ホスピタリティ部門における顧客エンゲージメント技術

Hospitality: Vertical Market Analysis - Customer Engagement Technologies

発行 VDC Research Group, Inc. 商品コード 231057
出版日 ページ情報 英文 47 Pages, 142 Exhibits
納期: 即日から翌営業日
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ホスピタリティ部門における顧客エンゲージメント技術 Hospitality: Vertical Market Analysis - Customer Engagement Technologies
出版日: 2011年11月30日 ページ情報: 英文 47 Pages, 142 Exhibits
概要

2010年、顧客エンゲージメント技術ベンダーによるホスピタリティ部門への売上高は前年比で2桁の成長を記録しました。2015年にかけては10.5%の年平均成長率で推移すると予測されています。ハードウェアコストの低下や技術導入によるメリットの伝達の成功などから、大幅な回復が導かれています。

当レポートでは、ホスピタリティ部門における顧客エンゲージメント技術への投資動向について調査分析し、主要製品タイプ・地域別の出荷台数の推移と予測、顧客エンゲージメント技術製品のエンドユーザーのプロファイル、エンドユーザーによる投資の対象および目的、技術選定基準などをまとめ、概略下記の構成でお届けいたします。

エグゼクティブサマリー

  • 技術投資の推進因子:コスト削減・差異化による競争力の強化・ロイヤルティの向上

調査範囲・調査手法

市場の定義・区分

  • 顧客エンゲージメント技術ソリューション:市場区分の定義によって異なる
  • CET製品の定義
  • ホスピタリティ部門の下位区分の定義

サプライサイド分析:ホスピタリティ

  • 予測の前提因子・検討因子
  • マルチアプリケーションサポート:CETソリューションへの主な投資の動機
  • ソフトウェア・コンバージェンス・TCO削減への注力
  • データ/セキュリティ漏洩を回避するためのPCI規定への準拠の必要性:支払い用端末の需要を推進
  • モバイルレシートプリンターへの投資拡大:行列の解消・イベントチケット発行・テーブルサイドペイメント
  • 顧客に力を与え、企業に大きなメリットを与える
  • デジタルサイネージディスプレイ:効果的なコミュニケーション経路・ブランドアイデンティティの強化
  • イメージャーの導入の拡大:ソリューション導入によってもたらされる価値へのエンドユーザーの認識の向上から
  • エンドユーザーのモバイルソリューションへの投資:サービスレベルの改善の必要性から

エンドユーザーの構成・投資分析

  • 全収益階層のホスピタリティ事業者による技術投資の拡大
  • コスト削減・売上増加・複数のタッチポイントでのインタラクションのための技術投資
  • モビリティソリューション・デジタルサイネージディスプレイ・POS端末への投資検討の増大

技術選定基準

  • 日常的な利用に耐え、レガシーインフラとの適合性を維持する最適なソリューション
  • 技術投資の障壁:定量化可能なROIモデルと適切なマネージドサービスの欠如
  • ホスピタリティエンドユーザー分析:POS端末/ワークステーション
  • ホスピタリティエンドユーザー分析:ペイメント/トランザクション端末
  • ホスピタリティエンドユーザー分析:POS領収書プリンター
  • ホスピタリティエンドユーザー分析:セルフサービスキオスク
  • ホスピタリティエンドユーザー分析:イメージングソリューション
  • ホスピタリティエンドユーザー分析:インタラクティブディスプレイ/デジタルサイネージ
  • ホスピタリティエンドユーザー分析:モビリティソリューション

観察・見通し:サマリー

  • エンドユーザーがコスト削減・オペレーション効率などの価値を認識したことから、CET予算は拡大の見通し

付録

図表

目次

Multi-application support primary investment for CET solutions

Global Hospitality CET Revenues Segmented by Product Type
CAGR from 2010-2015: 10.5%

  • Hospitality enterprises leverage POS terminals not only to conduct transactions, but also to improve and automate operations, enhance customer experiences and loyalty and increase transaction sizes (i.e., up-sell products/services, promotion). Investment for POS terminals/workstations in this vertical are greater for solutions that help enterprises achieve cross-channel synchronization (integration with disparate solutions including kiosks, smartphone apps, online portals and digital signage).
  • Digital signage solutions are significantly contributing to the enhancement of a hospitality with designing, printing and shipping static signs to announce new service/product offerings, price changes, nutritional information, limited-time specials/discounts and more.
  • End-user enterprises are becoming increasingly reliant on software solutions vendors to provide timely upgrades and updates to their payment terminals in adherence wfth PCI compliance regulations.
  • Receipt printer vendors targeting organizations within the hospitality vertical are looking to grow their business by improving product performance across the following criteria: compatibility with existing infrastructure, connectivity/communication, durability and PCI compliance.
  • Post recessionary investments are increasing in the self-service kiosk market, particularly in the lodging and dining segments.

Strategic Issues, Trends & Market Drivers

Investing in technologies to reduce cost, drive sales and interact at multiple touch points

  • Hospitality organizations are extremely sensitive to price and are constantly looking to achieve operational efficiencies that will drive down costs and resulting in bottom-line improvements.
  • Smaller restaurant franchisees, in particular, tend to be extremely cost conscious, opting for vendors perceived to be offering ‘lower cost, higher value’ solutions to meet their POS requirements.
  • Organizations within the hospitality market have been victims of a significant number of data breaches over the past 18-24 months, which has resulted in their scrambling to ensure that they meet industry compliance regulations for electronic payments and customer data management. Upgrades to ensure compliance with PCI regulations and standards has been among the top priorities for enterprises in the market.
  • QSRs are also increasingly leveraging POS terminals and self-service solutions, in particular, an uplift in sales to increase average ticket sizes via successful up-selling and cross-selling add-on items during transactions.
  • End-users are increasing their technology investments in order to ensure highly consistent service delivery across multiple channels and consumer touch points - online/web, mobile device and ‘traditional’ CET form factors.

Market Segmentation, Estimates & Forecasts

Drivers for technology investment within hospitality cost savings, competitive differentiation, increased loyalty

  • Vendors across customer engagement technology markets experienced double-digit growth in 2010 from sales to enterprises within the hospitality vertical over 2009. The market is expected to grow at a CAGR of 10.5% through 2015. Significant recovery in this relatively price-sensitive market has largely been driven by lowering of hardware costs and effective communication of the benefits derived from technology installation - including cost savings, sales uplift and operational efficiencies.
  • Technology investment within the hospitality vertical is expected to grow at a CAGR of around 6% from 2010-2015 for each of the traditional POS technology markets under consideration POS Terminals, Payment Terminals, and Receipt Printers - and significantly higher growth rates projected for Kiosks and Digital Signage solutions, especially as enterprises leverage these platforms to effectively engage their customers and drive loyalty.
  • Hospitality establishments are increasingly leveraging customer-facing solutions as a strategic tool to differentiate themselves from their competitors and keep up with guest expectations. Enterprises are looking to create new revenue-generating opportunities and increase average ticket sizes with enhanced suggestive selling capabilities, while improving productivity in order to better service customers.
  • Customers expect a highly consistent level service in these locations across the globe, making it imperative for organizations to invest in these solutions in order to achieve standardization in operating procedures.
  • Although suppliers continue to derive a significant portion of their revenues from sales to hospitality organizations in the Americas and EMEA, VDC expects to see significant growth coming in from APAC as well through 2015 driven, in particular, by expansion of QSR chains within emerging APAC country markets.
  • In order to drive down costs (such as those associated with frequently hiring and training customer-facing employees in this high attrition industry) and elevate service levels, hospitality enterprises are increasingly supporting some of the following applications on Digital Signage Displays and Kiosks:
    • Guest check-in/out
    • Concierge services
    • Ordering and transactions

About the Team

Andrew Nathanson, Vice President.

Richa Gupta, Analyst.

John Shuster, Analyst.

Table of Contents

Executive Summary

  • Page 8. Drivers for technology investment within hospitality cost savings, competitive differentiation, increased loyalty

Scope & Methodology

  • Page 10. Three tracks focusing on technical segments, vertical markets and distribution channels respectively
  • Page 11. Original, direct-contact primary research is the keystone of our data collection process
  • Page 12. A wide range of public and private sources of contributed to the foundation of this report

Market Definition & Segmentation

  • Page 14. Customer engagement technology solutions vary along a number of segment definitions
  • Page 15. CET Product Definitions
  • Page 16. Hospitality sub-vertical definitions

Hospitality Supply-Side Analysis

  • Page 18. Forecast Assumptions & Considerations
  • Page 19. Multi-application support primary investment driver for CET solutions
  • Page 20. Increased emphasis on software, convergence and reducing TCO
  • Page 21. Need to remain compliant with PCI mandates to prevent data/security breaches driving Payment Terminals demand
  • Page 22. Increased investment in mobile receipt printers for queue busting, event ticketing and tableside payment
  • Page 23. Empowering the customer while providing significant benefits to the enterprise
  • Page 24. Digital signage displays effective communication channel, brand identity booster
  • Page 25. Growing adoption of imagers as end-users made aware of value propositions afforded by solution deployment
  • Page 26. End-user investment in mobile solutions driven by need to elevate service levels

End-User Demographics & Investment Analysis

  • Page 28. Growing technology investment by hospitality providers across revenue tiers
  • Page 29. Investing in technologies to reduce cost, drive sales and interact at multiple touch points
  • Page 30. Increased investment consideration for mobility solutions, digital signage displays and POS Terminals (as center of convergence)

Hospitality Technology Selection Criteria

  • Page 32. Best-fit solutions meet the rigors of daily use while remaining compatible with legacy infrastructure
  • Page 33. Technology investment hampered by lack of quantifiable ROI models as well as adequate managed services offerings (both SaaS and hardware leasing models)
  • Page 34. Hospitality End-User Analysis POS Terminals / Workstations
  • Page 35. Hospitality End-User Analysis Payment / Transaction Terminals
  • Page 36. Hospitality End-User Analysis POS Receipt Printers
  • Page 37. Hospitality End-User Analysis Self-Service Kiosks
  • Page 38. Hospitality End-User Analysis Imaging Solutions
  • Page 39. Hospitality End-User Analysis Interactive Displays/Digital Signage
  • Page 40. Hospitality End-User Analysis Mobility Solutions

Observations, Expectations & Recommendations

  • Page 42. CET budgets expected to grow as end-users realize value propositions including cost savings and operational efficiencies

Appendix

  • Page 44. CET Product Definitions
  • Page 45. Vertical Market Definitions
  • Page 46. Distribution Channel Definitions

LIST OF EXHIBITS

Hospitality Supply-Side

  • Exhibit 1. Global Shipments of POS Terminals / Workstations into Hospitality
  • Exhibit 2. Americas Shipments of POS Terminals / Workstations into Hospitality
  • Exhibit 3. EMEA Shipments of POS Terminals / Workstations into Hospitality
  • Exhibit 4. APAC Shipments of POS Terminals / Workstations into Hospitality
  • Exhibit 5. Global Shipments of Payment / Transaction Terminals into Hospitality
  • Exhibit 6. Americas Shipments of Payment / Transaction Terminals into Hospitality
  • Exhibit 7. EMEA Shipments of Payment / Transaction Terminals into Hospitality
  • Exhibit 8. APAC Shipments of Payment / Transaction Terminals into Hospitality
  • Exhibit 9. Global Shipments of POS Receipt Printers into Hospitality
  • Exhibit 10. Americas Shipments of POS Receipt Printers into Hospitality
  • Exhibit 11. EMEA Shipments of POS Receipt Printers into Hospitality
  • Exhibit 12. APAC Shipments of POS Receipt Printers into Hospitality
  • Exhibit 13. Global Shipments of Self-Service Kiosks into Hospitality
  • Exhibit 14. Americas Shipments of Self-Service Kiosks into Hospitality
  • Exhibit 15. EMEA Shipments of Self-Service Kiosks into Hospitality
  • Exhibit 16. APAC Shipments of Self-Service Kiosks into Hospitality
  • Exhibit 17. Global Shipments of Digital Signage Displays into Hospitality
  • Exhibit 18. Americas Shipments of Digital Signage Displays into Hospitality
  • Exhibit 19. EMEA Shipments of Digital Signage Displays into Hospitality
  • Exhibit 20. APAC Shipments of Digital Signage Displays into Hospitality
  • Exhibit 21. Global Shipments of Digital Media Players into Hospitality
  • Exhibit 22. Americas Shipments of Digital Media Players into Hospitality
  • Exhibit 23. EMEA Shipments of Digital Media Players into Hospitality
  • Exhibit 24. APAC Shipments of Digital Media Players into Hospitality
  • Exhibit 25. Regional Shipments of Digital Signage Software into Hospitality (Millions of Dollars)

Overall Demographics

  • Exhibit 1. What region are you from? N=394
  • Exhibit 2. Which of the following best classifies you business? N=394
  • Exhibit 3. How would you define your organisation's usage of the following customer engagement technologies? (N=394)
  • Exhibit 4. Please choose the title that best describes your current position. N=394
  • Exhibit 5. What were your organizations 2010 annual revenues? N=394
  • Exhibit 6. What percentage of your 2010 revenues was derived from the following regional markets? (N=80, 94, 121)
  • Exhibit 7. How many people are currently employed by your organization? N=394
  • Exhibit 8. How many outlets (sites) did your organization operate in each regions in 2010? How many does your organization plan to operate by the end of 2012? N=294, 274, 224
  • Exhibit 9. What is your interest or involvement with automation technologies? N= 394

Usage & Specs

  • Exhibit 1. How would you define your organizations usage of the following customer engagement technologies? (N=40)
  • Exhibit 2. What were your organizations 2010 annual revenues? (N=40)
  • Exhibit 3. What were the primary adoption drivers for your organizations investment in customer engagement technologies? (1=extremely unimportant; 5=extremely important)
  • Exhibit 4. What is the average and expected life cycle associated with the following customer engagement technologies your organization is currently using? (N=394)
  • Exhibit 5. What were/are your organizations actual/planned annual expenditures on CUSTOMER ENGAGEMENT TECHNOLOGY equipment for each of the following years? (N=40)
  • Exhibit 6. Approximately what percent of your organizations budget is spent on each of the following technologies? (N= 35)

Selection Criteria

  • Exhibit 1. POS Terminals / Workstations Product Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant; 5=extremely important) (1 =extremely unsatisfied; 5=extremely satisfied)
  • Exhibit 2. POS Terminals / Workstations Vendor Selection Criteria - Level of Importance and Satisfaction (1 =extremely unimportant; 5=extremely important) (1 =extremely unsatisfied; 5=extremely satisfied)
  • Exhibit 3. Payment / Transaction Terminals Product Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant; 5=extremely important) (1 =extremely unsatisfied; 5=extremely satisfied)
  • Exhibit 4. Payment / Transaction Terminals Vendor Selection Criteria - Level of Importance and Satisfaction (1 =extremely unimportant; 5=extremely important) (1=extremely unsatisfied; 5=extremely satisfied)
  • Exhibit 5. Receipt Printers Product Selection Criteria - Level of Importance and Satisfaction (1 =extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 6. Receipt Printers Vendor Selection Criteria - Level of Importance and Satisfaction (1 =extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 7. Self-Service Kiosks Product Selection Criteria (Level of Importance and Satisfaction) (1 =extremely unimportant, 5=extremely important) (1=extremely dissatisfied,5=extremely satisfied)
  • Exhibit 8. Self-Service Kiosks Vendor Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 9. Imaging Solutions Product Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 10. Imaging Solutions Vendor Selection Criteria- Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 11. Digital Signage Product Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 12. Digital Signage Vendor Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 13. Mobility Solutions Product Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 14. Mobility Solutions Vendor Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)

POS Terminals

  • Exhibit 1. Within your organization, how many POS TERMINALS / WORKSTATIONS did the average location have installed in 2010? N=248, 239, 191
  • Exhibit 2. What data communication methods/connectivity do your organisation's POS TERMINALS / WORKSTATIONS support? N=394
  • Exhibit 3. What percent ol your organization's locations have installed STATIONARY POS TERMINALS? N=244, 227, 184
  • Exhibit 4. What is the current/planned average number of STATIONARY POS TERMINALS at a single site within your organization? N=322
  • Exhibit 5. What percent of your organization's locations have installed MOBILE/ HANDHELD POS TERMINALS? N=241, 230, 184
  • Exhibit 6. What is the current/planned average number of MOBILE/HANDHELD POS TERMINALS at a single site within your organization? N=322
  • Exhibit 7. When evaluating your POS TERMINALS / WORKSTATIONS, what is the level of importance of the following product selection criteria? In addition, what is your satisfaction with your current system regarding the same product selection criteria? (1=extremely unimportant; 5=extremely important) (1=extremely unsatisfied; 5=extremely satisfied)
  • Exhibit 8. Regarding your POS Terminal / Workstation investments, what was the expected and realized Return on Investment (ROI)? N=318
  • Exhibit 9. Which operating systems are your organization's P0S Terminals / Workstations currently running? N=323
  • Exhibit 1. What are the primary applications currently running on your point-of-sale software solution: N=323
  • Exhibit 11. Which of the following functionalities are supported by your existing POS solution? N=323
  • Exhibit 12. What are the Key Pain Areas that you experience with your existing POS and Back-Office solutions? N=323
  • Exhibit 13. From which source(s) has your organization purchased POS TERMINALS / WORKSTATIONS? N=323
  • Exhibit 14. Over the next 12 to 18 months, which sources do you plan to purchase POS TERMINALS / WORKSTATIONS from? N=323
  • Exhibit 15. When evaluating POS Terminals / Workstationsources, what is the level of importance that was associated with the following vendor selection criteria? In addition, what is your satisfaction with your current source regarding these vendor selection criteria? (1 =extremely unimportant; 5=extremely important) (1=extremely unsatisfied; 5=extremely satisfied)
  • Exhibit 16. Who is the primary manufacturer of the POS TERMINALS / WORKSTATIONS your organization currently has installed or is planning to install? N=323

Payment Terminals

  • Exhibit 1. Within your organization, how many PAYMENT / TRANSACTION TERMINALS did your average location have installed in 2010 for the following geographic regions? (N=248,238, 190)
  • Exhibit 2. When evaluating your PAYMENT / TRANSACTION TERMINALS, what is the level of importance of the following product selection criteria? In addition, what is your satisfaction with your current system in regards to the same product selection criteria? (1=extremely unimportant; 5=extremely important) (1=extremely unsatisfied; 5=extremely satisfied)
  • Exhibit 3. Regarding your PAYMENT / TRANSACTION TERMINAL investments, what was the expected and realized Return on Investment (ROD? (N=322)
  • Exhibit 4. What data communication methods/connectivity do your organizations PAYMENT / TRANSACTIONN TERMINALS support? (N=325)
  • Exhibit 5. What percent of your organizations locations have installed STATIONARY PAYMENT/ TRANSACTION TERMINALS? (N=240)
  • Exhibit 6. What is the current/planned average number of STATIONARY PAYMENT / TRANSACTION TERMINALS at a single site within your organization? (N=324)
  • Exhibit 7. What percent of your organizations locations have installed MOBILE PAYMENT / TRANSACTION TERMINAL ? (N=23T. 221, 180)
  • Exhibit 8. What is the current/planned average number of MOBILE PAYMENT / TRANSACTION TERMINALS at a single site within your organization? (N=322)
  • Exhibit 9. From which source(s) has your organization purchased PAYMENT / TRANSACTION TERMINALS? (N=325)
  • Exhibit 10. Over the next 12 to 18 months, which sources do you plan to purchase PAYMENT / TRANSACTION TERMINALS from? (N= 325)
  • Exhibit 11. When evaluating PAYMENT / TRANSACTION TERMINAL sources, what is the level of importance associated with the following vendor selection criteria? In addition, what is your satisfaction with your current source regarding these vendor selection criteria? (1 =extremely unimportant; 5=extremely important) (1=extremely unsatisfied; 5=extremely satisfied)
  • Exhibit 12. Who is the primary manufacturer of the PAYMENT / TRANSACTION TERMINALS your organization currently has installed or is planning to install? (N= 325)

POS Receipt Printers

  • Exhibit 1. How many Receipt Printers per outlet in each geographic region? (N=232, 222, 180)
  • Exhibit 2. Product Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 3. Return on Investment - Expected and Realized (N=302)
  • Exhibit 4. What data communication methods/connectivity do your organizations POS Receipt Printers support? (N=312)
  • Exhibit 5. What percent of organizations locations have installed Stationary POS Printers? (N=21 7, 209, 164)
  • Exhibit 6. What is the current/planned number of Stationary POS Receipt Printers at a single site? (N=301)
  • Exhibit 7. What percent of organizations locations have installed Mobile POS Printers? (N=216, 206, 163)
  • Exhibit 8. What is the current/planned number of Mobile POS Receipt Printers at a single site? (N=298)
  • Exhibit 9. What are the most commonly used POS Receipt Printer web widths? (N=312)
  • Exhibit 10. What channel sources have you used to purchase POS Receipt Printers? (N=312)
  • Exhibit 11. Vendor Selection Criteria - Level of Importance and Satisfaction (1 =extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 12. Who is the primary supplier for the POS Receipt printing technology currently installed? (N=312)

Kiosks

  • Exhibit 1. How many Kiosks per outlet in each geographic region? (N=192, 199, 166)
  • Exhibit 2. Product Selection Criteria (Level of Importance and Satisfaction) (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied ,5=extremely satisfied)
  • Exhibit 3. Effect of Kiosk Deployment on Outlet Metrics (N=245)
  • Exhibit 4. Return on Investment - Expected & Realized (N=247)
  • Exhibit 5. What are the components typically integrated with Kiosks? (N=253)
  • Exhibit 6. What are the applications typically deployed on your Kiosks? (N=253)
  • Exhibit 7. What channel sources used to purchase Self-Service Kiosks? (N=253)
  • Exhibit 8. Vendor Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 9. What kind of kiosks are deployed in your organization? (N=253)
  • Exhibit 10. Which of these is the primary provider for Kiosks currently installed? (N=60, 132, 94)

2D Barcode

  • Exhibit 1. How many Imaging Solutions per outlet in each geographic region? (N=220, 209, 175)
  • Exhibit 2. What data communication methods/connectivity supported by organizations Imaging Solutions deployed? (N=286)
  • Exhibit 3. Product Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 4. Return On Investment - Expected and Realized (N=276)
  • Exhibit 5. What type of Imaging Solution currently installed? (N=286)
  • Exhibit 6. Which of the following applications supported by Imaging Solution currently installed? (N=286)
  • Exhibit 7. Which channel sources used to purchase Imaging Solutions? (N=286)
  • Exhibit 8. Vendor Selection Criteria- Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 9. Who is the primary manufacturer of Imaging Solution currently installed? (N=286)

Digital Signage

  • Exhibit 1. How many Digital Signage displays per outlet in each geographic region? (N=219, 208, 175)
  • Exhibit 2. Product Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 3. What effect has Digital Signage deployment had on following outlet metrics? (N=280)
  • Exhibit 4. Return on Investment - Expected and Realized (N=281)
  • Exhibit 5. Which of the following modules are part of Digital Signage software solution? (N=291)
  • Exhibit 6. What applications will you focus on serving through Digital Signs? (N=291)
  • Exhibit 7. What channel sources have you used to purchase Digital Signage solutions? (N=291)
  • Exhibit 8. Vendor Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 9. Who is/are the primary manufacturer(s) of Digital Signage solution currently installed? (N=136, 155)

Mobility Solutions

  • Exhibit 1. Product Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 2. What effect have Mobility Solutions had on the following outlet metrics? (N=291)
  • Exhibit 3. Return on Investment - Expected and Realized (N=291)
  • Exhibit 4. What applications will you focus on serving through Mobility Solutions? (N=304)
  • Exhibit 5. What channel sources have you used to purchase your Mobility Solutions? (N=304)
  • Exhibit 6. Vendor Selection Criteria - Level of Importance and Satisfaction (1=extremely unimportant, 5=extremely important) (1=extremely dissatisfied, 5=extremely satisfied)
  • Exhibit 7. Who is the primary manufacturer of Mobility Solution currently installed? (N=119, 50, 135)

Barriers to Adoption

  • Exhibit 1. POS Terminals and Workstations N=71
  • Exhibit 2. Payment / Transaction Terminals N=69
  • Exhibit 3. POS Receipt Printers N=82
  • Exhibit 4. Self-Service Kiosks N=141
  • Exhibit 5. 2D Barcode/Imaging Solutions N=108
  • Exhibit 6. Interactive Displays/Digital Signage N=103
  • Exhibit 7. Mobility Solutions N=90

Managed Services

  • Exhibit 1. How would you define organizations involvement with Managed Services? (N=394)
  • Exhibit 2. What are the primary issues hindering organizations evaluation or deployment of Managed Services? (N=76)
  • Exhibit 3. What percentage of savings on current IT expenditures would drive you to a Managed Services deployment? (N=78)
  • Exhibit 4. Which of following managed services options currently being deployed/supported/evaluated? (N=233)
  • Exhibit 5. Rate following perceived benefits based on organizations decision to evaluate/deploy managed services (1 =extremely unimportant, 5=extremely important)
  • Exhibit 6. Which of the following best represents Managed Service provider? (N=222)
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