Consumer expectations are shifting, and quick-service restaurants (QSRs) are learning they must get on board to stay in the game. Download the 2019 QSR Drive-Thru Study to discover how your brand stacks up in speed of service, order accuracy, taste and customer service.
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On average, brands are losing 29.4 seconds per transaction due to inaccurate orders. To put that in perspective, that’s over $52,574.60 on average thrown away annually per store unit. Now imagine those losses system-wide for your brand.
Where are total service times headed?
Increases in total service times over the last year on average are costing QSRs roughly $36,397.80 per unit per year. That means brands with roughly 5,000 locations could lose $181,989,000 system-wide due to increased total service times.
Who's on top in accuracy, speed, taste and service?
The results are in and there’s a new leader in overall drive-thru performace. Who’s on top, and more importantly, is your brand messaging coming through the drive-thru? The answer lies in the 2019 QSR Drive-Thru Study results.
Kick Drive-Thru Performance into High Gear.
Discover actionable tips to implement in your QSR’s drive-thru with the insights from the 2019 QSR Drive-Thru Study.
METHODOLOGY: Data for the 2019 QSR Drive-Thru Performance Study was collected and tabulated by SeeLevel HX. The study included 10 chains and data from 1,503 visits, with the following break-down of visits by chain: Arby’s (165), Burger King (165), Carl’s Jr. (82), Chick-fil-A (183), Dunkin’ (165), Hardee’s (83), KFC (165), McDonald’s (165), Taco Bell (165), and Wendy’s (165). Visits were conducted across the country, across all regions and dayparts. No restaurant location was visited more than once. All data was collected between June 1 and August 1. Daypart analysis was based on the time of day of the visit—breakfast (5–9 a.m.), mid-morning (9–11:30 a.m.), lunch (11:30 a.m. to 1:30 p.m.), late afternoon(1:30–4 p.m.), and dinner (4–7 p.m.). The distribution of visits mirrored revenue by daypart.
Upon each visit, a data collection researcher surveyed the drive-thru lane and then entered the line as any other customer. Each order placed by our researchers consisted of one main item, one side item, and one beverage. A minor special request was also made with each order, such as beverage with no ice. Although two different speed-of-service times were recorded for each visit (one for the researchers’ order/experience and another from a randomly selected vehicle), all tables within this feature are related to the researchers’ own vehicle and experience only, as this was the controlled order. Service time was defined as the time from stopping at the order station to receipt of all items (including change). Additional data collected by each researcher included but was not limited to: order accuracy, drive-thru and exterior appearance, speaker clarity, and customer service. All purchases were made using cash so as not to influence timing.