Chick-fil-A is testing express drive-thru lanes at select stores, the quick-service restaurant company announced Wednesday. These new lanes will be for mobile orders only.
“The express drive-thru lane is a game-changer for our busy customers and our team members,” Jonathan Lassiter, a senior integration leader on Chick-fil-A’s service and hospitality team, said in a release.
The lane is partially or fully dedicated to orders placed through the Chick-fil-A app in existing drive-thru locations, allowing mobile app customers to “bypass the traditional drive-thru line," according to the release.
Customers choose a location in the app, and if available, select “Drive-Thru Express,” then place their order. At the restaurant, they go to the express lane, use the app to scan a QR code, and pull around to get their order from a team member.
“We see this as a way to serve customers more effectively and give them more control over their experience,” said Lassiter. “The lengthiest part of our drive-thru ordering process is the brief wait to get your order taken. The express lane cuts down ordering and payment time significantly, granting customers access to greater speed, ease and convenience when they want it most.”
Throughout initial testing, the company said the new lanes have decreased wait time “significantly,” because guests have ordered and paid in advance. The company also said most customers who use the express drive-thru choose to use it again on their next visit.
The “Drive-Thru Express” is currently operating at 60 locations across the country with a larger rollout expected in 2023, pending further testing, the company said.