9/22/2023 0 Comments Fast food drive thruNo restaurant location was visited more than once. (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. 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. We have some of the most complexity in the industry, and we're able to execute it because we're building a production line that allows us to be efficient," Arby's COO John Kelly says.Ģ019 QSR drive-thru performance study Methodologyĭata for the 2019 QSR Drive-Thru Performance Study was collected and tabulated by SeeLevel HX. "If you just add complex items to a menu and don't change the procedures required to put those items together, there's going to be a lot of inaccuracy. But this makes sense in light of the brand's straightforward offerings, and more intricate menus touted by brands like Taco Bell and Arby's proved to be a stiffer challenge for employees working to deliver complicated orders at top drive-thru speed. Chick-fil-A led the pack in total accuracy, at 94 percent. Taco Bell had the highest beverage inaccuracy, with about 48 percent of its inaccuracies related to the beverage, but the brand led entrée accuracy with only about 15 percent of its inaccurate orders being the entrée.ĭinner was the daypart when customers were most likely to receive a wrong order, and guests were most likely to receive an inaccurate entrée order at McDonald's. Furthermore, we are testing the use of video for order confirmation," Taco Bell COO Mike Grams says. … Digital menuboards also play a huge role in alleviating some of the stressors in navigating a menu. "We are rolling out a new kitchen display system, which will present the customer's order in more detail. But these pressures aren't expected to dwindle in the near future, and it's pushing brands to consider different accuracy solutions. What caused accuracy to drop from 89.4 percent in 2018 to 84.4 percent this year? More complex menus, busier lanes, and the drive thru's emphasis on speed are all factors that put pressure on accuracy. Most brands place the greatest importance on accuracy out of all drive-thru components-after all, even if a customer receives the food quickly and with great customer service, if it's the wrong order, he or she will most likely remember the experience for its innaccuracy more so than its speed or friendliness. It's a slip that quick-serve companies can't afford to ignore. Average order accuracy in the drive thru fell just over 5 percentage points from last year, interrupting a two-year upward trend.
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