With quick-service chains becoming more reliant on drive-thru lanes during the COVID-19 pandemic, it has never been more important for fast-food brands to focus on improving accuracy and wait time to stay competitive, according to the 2020 QSR Drive-Thru study.
In its 20th year, the industry report was released Thursday by market research agency and mystery shopping company SeeLevel HX. The firm gave Nation’s Restaurant News an exclusive first look at the study, which ranks 10 quick-service chains in multiple categories including order accuracy, speed, taste and service.
Chains use the report to examine how they perform in each category and where to make improvements. Of note this year, the survey took place in various parts of the country from the end of June through early August during the pandemic, giving operators a unique perspective on how they navigated the crisis.
Despite dealing with numerous COVID-19 challenges, order accuracy was up to 87% after a slight decline in 2019 to 84.4%. That’s important as inaccurate orders, on average, cost $94,232 per store each year, according to the report.
The survey also noted that while digital menu boards help improve with timing, their ability to drive accuracy improvements is more ambiguous.
Which brand ranked No. 1 on accuracy?
Look at our gallery to see how the 10 chains ranked.
Join SeeLevel CEO Lisa van Kesteren and Nation's Restaurant News Associate Editor Joanna Fantozzi at Restaurants Rise powered by MUFSO on Thursday, Oct. 8, as they delve into the latest data and insights in fast-food drive-thru performance and COVID-19.
Contact Nancy Luna at [email protected]
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