Chick-fil-A was just lately named America's favourite fast-food restaurant — however the chain has simply topped a decidedly much less flattering listing.
Based on business publication QSR journal's Drive-thru Report, Chick-fil-A has the slowest drive-thru time of 10 widespread eating places, at 325 seconds, or about 5 1/2 minutes, on common. Wendy's, whose founder Dave Thomas is credited with pioneering the drive-thru idea, was additionally among the many slowest of the eating places surveyed at 275 seconds, or nearly 5 minutes.
In the meantime, the fast-food restaurant identified for its Mexican pizzas and chalupas has the quickest drive-thru time. Taco Bell completes buyer drive-thru orders in 222 seconds, or simply over 3 1/2 minutes, in line with the report.
A Chick-fil-A spokesperson declined to remark, referring CBS MoneyWatch to the remark an organization official gave QSR. Taco Bell and Wendy's did not instantly reply to requests for remark Monday.
One purpose the drive-thru line at Chick-fil-A's is slower is that the restaurant tends to have a better quantity of automobiles in drive-thru than different fast-food chains, the report discovered. One more reason is that Chick-fil-A staff strategy the drive-thru with a special aim in thoughts, Matt Abercrombie, the chain's senior director of service and hospitality, advised QSR.
"[W]e know within the drive-thru the visitor needs velocity and accuracy, however they do not wish to really feel rushed," Abercrombie mentioned within the report, which drew its conclusions from a survey of 1,000 prospects who visited a quick meals restaurant final month.
Wendy's chief operations officer Deepak Ajmani advised QSR that the corporate is upgrading its digital order-taking course of, which incorporates putting orders on Wendy's cell app and self-service kiosks within the foyer.
"We nonetheless concentrate on automotive counts and velocity of service, however accuracy and style of meals in addition to total buyer satisfaction and chance to return are additionally essential indicators," he advised the outlet.
Wendy's drive-thru fills buyer orders precisely 79% of the time, putting it final amongst different widespread fast-food joints within the report. Arby's topped that listing at 89%.
A long time in the past, drive-thrus have been an afterthought within the fast-food business as a result of most prospects most popular to order and sometimes dine on the restaurant. However lately, the drive-thru has grown in significance. On the peak of the coronavirus pandemic, drive-thrus turned an important asset as eating places closed their lobbies in an effort to curb the unfold of COVID-19.
In April, Could and June of 2020, drive-thru visits accounted for 42% of all fast-food restaurant visits, in line with market analysis agency NPD Group.