Chick-fil-A has the slowest drive-thru in fast food and customers keep coming back
This is a bit of a surprise. , chains across the board are focused heavily on speeding things up at the drive-thru: re-training crews, simplifying menus and operations, and adding new technologies and processes. But many of these initiatives are new and have yet to prove fruitful.
But such timing is a bit misleading here. Consider Chick-fil-A’s volumes compared to its peers, for example. More than 35% of the chain’s restaurants have six-plus vehicles in line at any given time, according to the study. The next closest competitor is McDonald’s at 9%. That’s quite a discrepancy.
“We know when you’re at the drive-thru that speed is everything, but so is making sure you have an accurate meal and making sure we add in our hospitality,” Cooper said. “We are exploring ways that technology can enhance the experience so employees can be freed up to better engage our guests. By having that face-to-face ordering, a person can confirm the order.”
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