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As Hospitality Technology surveyed restaurant operators, in February, for our 23rd annual study, we were keenly aware that we were surveying an industry that has faced disruption and adversity like never before due to the ongoing pandemic and economic downturn. As the National Restaurant Association has reported, restaurant and foodservice sales fell by $240 billion in 2020, from a projected level of $899 billion, with more than 110,000 restaurants closing their doors either temporarily or for good, and more than 2.5 million jobs lost.
Our goal is to deliver strategic, data-driven insights for 2021 as the restaurant industry consolidates lessons learned over the past year and finds a path forward as we build our “next normal.” Having pivoted to revenue-generating off-prem models such as curbside pickup, delivery, and drive-thru, restaurants are now poised to meet new guest expectations across dine-in, takeout, mobile, social, and other channels.
Restaurant Technology Study:
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Executive Summary
Who We Surveyed
By Robert Firpo-Cappiello, Editor-in-Chief, Hospitality Technology and Jungsun (Sunny) Kim, Ph.D., Associate Professor, William F. Harrah College of Hospitality, University of Nevada, Las Vegas
We’re grateful to those restaurant operators who were able to complete our survey under the difficult circumstances our industry is facing. Respondents represent thousands of restaurant locations around the U.S., with 51 percent of respondents representing full-service restaurants and 44 percent representing quick-service and fast-casual brands. Respondents are IT decision-makers, with 50 percent identifying their job function as IT/Technology, 25 percent as Owner/Operator, and the remaining 25 percent as Corporate or Restaurant Operations. Respondents represent billions of dollars in restaurant revenue, with 10 percent reporting 2020 revenue of $1 billion+, 2 percent reporting $500 - $900 million, 22 percent reporting $100 - $499 million, 24 percent reporting $50 - $99 million, and 43 percent reporting under $50 million.
Who We Surveyed
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Executive Summary
