Recent findings from Intouch Insight and QSR Magazine highlight the performance of fast-food chains in their annual Drive-Thru Study. This year, the study evaluated 13 prominent quick-service restaurants (QSRs) across three categories: classic, chicken, and beverages. The criteria assessed included speed of service, accuracy, food quality, and customer satisfaction.
Top Performers in Fast-Food Drive-Thrus
Chick-fil-A led the rankings, achieving an impressive 98% satisfaction rate among mystery shoppers. Dutch Bros, newly included in this year’s analysis, matched this score. Both brands excelled not only in satisfaction but also in accuracy, food quality, and customer friendliness. However, they fell short in overall drive-thru time.
Fastest Service Times
Taco Bell provided the quickest service, with an average drive-thru time of just 4 minutes and 16 seconds. Other notable times include:
- Kentucky Fried Chicken: 4:21
- Tim Hortons: 4:25
- Arby’s: 4:32
- Wendy’s: 4:53
Performance Metrics Overview
| Category | Average Score | Top Brand | Brand Score |
|---|---|---|---|
| Speed | 5:35 | Taco Bell | 4:16 |
| Accuracy | 87% | Dutch Bros | 96% |
| Food Quality | 97% | Raising Cane’s | 100% |
| Satisfaction | 91% | Chick-fil-A | 98% |
| Friendliness | – | Chick-fil-A | 93% |
Challenges with Voice-AI Ordering
The study also examined the impact of artificial intelligence in drive-thru service. While AI systems improved speed, they negatively affected accuracy. Customers had to repeat their orders significantly more than average when interacting with AI at Burger King, Taco Bell, and Wendy’s. Despite these issues, AI-enabled locations received a notable satisfaction rating of 97%, compared to 91% for traditional ordering.
Customer Preferences
Researchers concluded that the speed and efficiency of AI ordering may overshadow its shortcomings. They noted a trend where customers are increasingly prioritizing convenience. The novelty of AI interactions also positively influenced customer experiences, even amidst service challenges.
This year’s Drive-Thru Study not only highlights the top fast-food chains but also reflects shifting expectations in customer experiences. As competition heightens, brands may need to adapt to meet these changing demands effectively.
