Welcome to the home of Drive-thru Study!

Speed is a crucial factor in drive-thru efficiency and customer satisfaction. For instance, with an avgrage meal cost of $11.05, a mere 5-second improvement in total drive-thru time could potentially save over $9,500 per store unit. We evaluate performance in this category using the following metrics: 

• Performance comparison across brands
• Total Time, Service Time, & Time per Car
• Average Number of Cars in Line
• Year-over-Year Trends

Inaccuracies come with a cost. Mistakes in orders affect both customer satisfaction and the bottom line, potentially leading to annual losses of up to $84,000. This estimate is based on an average meal cost of $11.05 and a 50-second discrepancy between accurate and inaccurate orders. We assess performance in this area through the following metrics:

• Comparison of order accuracy across brands
• Year-Over-Year Trends
• Breakdown of Inaccuracies
• Estimated Cost of Inaccuracies

Suggestive selling, when done right, is a win-win: customers get personalized recommendations, and brands boost both the visibility of new items and the average ticket price, enhancing overall revenue. Here’s how we delved into this category:

• Comparison across different brands
• Impact on Service Time
• Top Suggested Items
• Impact on Total Time

A fast, tech-driven experience means little if the food quality doesn’t meet customer expectations. It is one of the most crucial factors in a restaurant's success, as customers are inclined to choose places known for good-quality food and fresh ingredients. Here’s what we uncovered in this category:

• Taste by Brand
• Temperature by Menu Item Type
• Portion Size by Menu Item Type

Every brand is eager to uncover whether their customers are delighted with every aspect of their service and if they’re likely to return. To shine a light on this, we delved into customer satisfaction and added a dash of friendliness to the mix, knowing that a warm interaction can make all the difference. Here is what we measured:

• Satisfaction by Brand
• Friendliness by Brand
• Friendliness Attributes