Title: Drive-Thru Experience Evolves: Chick-fil-A Ranks Slowest, while Taco Bell, KFC, and Carl’s Jr. Take Top Spots
In a recent study conducted by Intouch Insight, Chick-fil-A emerged as the slowest fast-food chain, but surprisingly boasted the highest customer satisfaction ratings in terms of drive-thru experience. This revelation highlights an intriguing scenario where customer satisfaction does not always align with efficiency. The study also revealed several interesting trends and developments in the fast-food industry’s drive-thru landscape.
According to the study, the average total time spent in a drive-thru lane decreased by 29 seconds in 2022, indicating improvements in overall efficiency. Specifically, wait times to place orders were reduced by 25 seconds and the average number of cars in line decreased significantly from 2.76 to 1.27, signaling a more streamlined process.
Contrary to expectations, it was Taco Bell, KFC, and Carl’s Jr. that topped the charts in terms of the fastest overall drive-thru times. However, when considering the total time divided by the number of cars in line, Chick-fil-A, McDonald’s, and Wendy’s showed better performance, indicating their ability to handle higher customer volumes efficiently.
The pandemic-induced decline in demand for drive-thru services has been an unforeseen consequence. Even as dining rooms reopen, many customers continue to prefer alternatives such as curbside pickup and online ordering. Fast-food chains have been quick to adapt to this shift in consumer behavior, introducing solutions like curbside pickup and implementing online ordering systems to ease the pressure on workers and expedite service.
Despite the improvements, this year’s drive-thru times still lag behind pre-pandemic figures by 15 seconds. However, the study noted that many customers have embraced the convenience of ordering online or using self-order kiosks inside restaurants as an alternative to the drive-thru experience.
Major players in the industry, such as McDonald’s and Chick-fil-A, are actively exploring ways to expedite service and reduce errors. Both chains are testing artificial intelligence software and building new locations with multiple drive-thru lanes.
To further evaluate industry performance, mystery shoppers visited a McDonald’s test restaurant and a Taco Bell location with multiple drive-thru lanes. These locations outperformed their respective brands in terms of service time, with the Taco Bell restaurant also excelling in order accuracy. The results suggest that strategic investments in infrastructure and technology can significantly enhance the drive-thru experience.
As the drive-thru experience evolves and customer preferences continue to transition, fast-food chains are compelled to adapt to the changing tides. Balancing efficiency, accuracy, and customer satisfaction remains the key to success in an increasingly dynamic industry.
