Square is very visible. Their hardware is immediately recognizable. As a shareholder, I always ask folks how they like it when I see it in use.
A couple of days ago, in a coffee shop in Maui, I noticed that they used square, so I asked the proprietor (while she served my iced latte) what she thought of the system. There were communication problems. She was Japanese and spoke with a heavy accent. She also spoke as if translating word for word, so I had to try and unravel the grammar, and she was very soft-spoken, my hearing has been somewhat damaged from years of standing in front of amplifiers as a rock musician.
But given all that, it was clear that she was not happy. So far as I could determine her main complaint was that the system was slow. Her business depends on speed of service and so far as she was concerned the user interface was simply cumbersome, forcing her to waste time in order to page through different screens in order to post a simple transaction.
I did not try to pursue configuration, I don’t know if this is inherent to Square, or if she had simply failed to configure the system to best address her needs. But either way, it was an interesting insight. I asked if she had taken the issue up with Square and she replied that she had with no remedy. It might have been no response, I’m not sure - But then maybe Square didn’t know what to make of the complaint either???
Every other Square user I’ve spoken with has been very happy with the system and service, but none of them have been so dependent on speed of execution for generation of revenue.
I’m still long and do not plan to sell any shares due to one user’s complaints. But, with my 30 years in IT, having designed numerous UI’s it seems like this would be an easy fix.