US market indices are shown in real time, except for the S&P 500 which is refreshed every two minutes. Your CNN account Log in to your CNN account Wendy’s founder Dave Thomas named the first modern drive-thru in 1970, coining the term “Pick-Up Window.” And though the company this year announced a makeover that places an “emphasis on convenience, speed and accuracy,” it has lagged behind its competitors in the survey. McDonald’s and Burger King closely followed. Only 1.7% said the service was “not friendly.”īut when it comes to customer satisfaction, respondents said Arby’s had the most accurate orders filled, at 89.6%. The researchers found that Chick-fil-A had fine tuned the “check-point system,” which keeps customers engaged through different interactions with employees.Īnd that’s clear in consumer sentiment too - 88% of respondents said Chick-fil-A had friendly service, placing it at the top of the industry. “We believe that looking eye-to-eye with the customer allows for a connection that happens at the beginning of the drive-thru,” Matt Abercrombie, Chick-fil-A’s senior director of service and hospitality, said in the study. Why Chick-fil-A workers always say 'my pleasure' The study said pre-sell menu boards, order accuracy and friendliness helped decrease the wait times at drive-thrus this year.ĭuring peak Covid, Chick-fil-A was one of the first brands to close its dining rooms, focusing its attention on bringing hospitality to the drive-thru outside.Īn employee wears a face mask to help curb the spread of COVID-19 while handing out food orders outside a drive-thru window of a Chick-fil-A restaurant during the coronavirus pandemic, on Thursday, Nov. However, the current average is still about 45 seconds slower than the 2019 pace. “Mere seconds can be a make-it or break-it in terms of where a consumer decides to order,” Amanda Topper, a research director at Mintel, said to CNN Business last year.
The pandemic surge of drive-thru and pickup and delivery orders only exacerbated the issueīut luckily for customers, drive-thrus have gotten nearly 10 seconds faster compared to last year - and that can be a big advantage in this highly competitive industry. QSR and Intouch Insight published its annual Drive-Thru Report, surveying more than 1,000 consumers who ranked ten industry leaders: Wendy’s, Burger King, Chick-fil-A, Dunkin’, McDonald’s, Arby’s, Carl’s Jr., Hardee’s, Taco Bell, and KFC.ĭrive-thrus got bogged down last year mostly because of a shortage of restaurant workers, as thousands left the industry. McDonald’s came in second at 118 seconds, followed by Taco Bell and Arby’s. Here's what it'll take to fix themīased on the total time cars spent in line, Chick-fil-A came out on top, with an average of about 107 seconds.
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