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Chic-Fil-A proves im-peck-able Again with customer satisfaction.
The Chicken Sandwich Stubborn, along with Dutch Bros., leads the quick service restaurant in drive-thru customer satisfaction. Intouch Insight, in partnership with QSR Magazine, has found that 98% of its customers are happy with the drive-through experience, thanks to Chickfill A and Quick Coffee Stand Dutch Brothers.
The 25th Annual Drive-Thru Study examined 13 fast food brands across three categories: classic, chicken and beverage. The report also found that a trip through Taco Bell was just over four minutes.
According to the report, the Dutch brothers won a gold medal for accuracy in their orders.
Sarah Beckett, vice president of sales and marketing at Intouch Insight, said in a news release that Drive-Thrus has evolved from the experience defined by speed to fill complex orders.
“The question is no longer ‘how can we make it faster?’ But now, “Can we design a drive-through workflow and leverage technology to optimize it for this new reality?” Beckett explained.
What did the research find?
Research shows that it took customers to pass the drive-thru three seconds faster than in 2024. The survey found that clear speakers and accurate orders significantly reduced waiting times, increasing 1 minute 25 seconds per visit.
Engagement was an important driver of satisfaction, the study found. Overall satisfaction rates increased by more than 70% when the service was friendly and when customers received unfriendly services. Research shows that if an order was rated as friendly, the order was also highly accurate and the speed was faster.
The study considered 120 AI-enabled orders at three restaurants and found that technology reduced latency but sacrificed accuracy. Accuracy was improved when staff assisted with A-Ordering.
“For now, people remain important to the process,” the news release added.
Top Drive-Thru Research Performers
The drive-through study found the next top performers in each category measured:
- speed
- Taco Bell: 4: 16 Total hours
- Kentucky Fried Chicken: 4:21
- Tim Hortons: 4:25
- satisfaction
- Chickfill A: 98%
- Dutch Brothers: 98%
- Irby: 93%
- Accuracy
- Dutch Brothers: 96%
- Burger King: 88%
- Wendy’s – 88%
- Chickfill A: 87%
- Raising a cane: 87%
- Food quality
- Raising a cane: 100%
- Irby: 99%
- Dutch Brothers: 99%
- Irby: 99%
