In 2021, Chick-fil-A was ranked as the fastest drive-thru in America, but after Intouch Insight did its annual study for 2022, this is no longer the case.
CX Solutions Company Intouch Insight, does a yearly drive-thru study that analyzes data from the top fast-food chains all across America.
The data they collect is from the restaurants McDonald’s, Taco Bell, Wendy’s, Burger King, Arby’s, Chick-fil-A, Arby’s, KFC, Hardee’s, Carls Jr., and Dunkin’ Donuts.
The results from the test were based on reviews of more than 1,500 drive-thrus sessions from the 10 different fast-food chains.
They collect data based on wait time, service time, and total time, along with accurate vs inaccurate orders and with or without suggestive selling.
Other things Intouch Insight looks for are order accuracy, which comes down to if the service was friendly or unfriendly, the menu type, and the use of the order confirmation board.
The other thing Intouch Insight looks for is food quality, that’s broken down into the main entrees, side items, and drinks by portion sizes, and temperature of the food.
According to the Intouch Insight report, KFC had the fastest total time in 2022, replacing Chick-fil-A which ranked as the number one stop in 2021 and 2020. KFC has the quickest average total time of 302 seconds from pulling into the drive-thru to pulling out. Chick-fil-A had the longest average total time with 509 seconds.
One important thing to keep in mind though is Chick-fil-A always had the most average cars in line compared to all the other brands, almost doubling most other restaurants.
Laura Livers, Head of Strategic Growth at Intouch Insight, shared her thoughts about this year’s results. “For 22 years, this report has served as an industry benchmark for the top drive-thru brands and trends impacting the industry,” said Livers, “The drive-thru remains a staple in food service and today’s quick serve restaurants are making huge strides towards greater innovation and convenience in the space. In a world of immediacy, creating an optimal experience with immediate satisfaction keeps customers coming back for more.”
You can view the full report at Intouch Insight by clicking here.