2009.10.05
Chick-fil-A leads drive-through ranking
Fast food restaurants and coffee shops rely on drive-through business to generate significant revenue.
And those of you who regularly pull your vehicle through a restaurant's drive-through probably already know which ones tend to be the fastest and get your order right.
So, how do your assessments match up with QSR magazine's recent ranking of restaurant drive-through service?
Chick-fil-A was first in overall drive-through performance this year, based on QSR's annual study. QSR ranks the speed of service, menu-board appearance, speaker clarity and order accuracy.
According to this story about the ranking, Chick-fil-A has been No. 1 for six of the last seven years.
But this year, McDonald's fell to seventh from second place.
Chick-fil-A President Dan Cathy told me in an interview last year that the chicken chain aims for a 90 second drive-through turn around time or better. Some Chick-fil-A's have 120 to 140 cars per hour in the drive-through, which equates to less than 60 seconds per vehicle, he told me.
Here are QSR's winners in each category:
Speed of service: Wendy's
Speaker clarity: Chick-fil-A
Order accuracy: Chick-fil-A
Menu board appearance: Whataburger
I can agree with the rankings. McDonalds has been horrible when I've done drive-thru orders lately. About a third or more of the orders are messed up, some completely botched. Hardee's has likewise been bad for me, and Taco Bell tends to omit too many items like nachos. Wendy's, Long John Silvers, and Chik Fil A all tend to do very well with speed and accuracy for what I've done.
Comment by Other John — October 5, 2009 @ 4:15 pm
I think the worse drive thru is Burger King. It is more often wrong than right, esp. the one on Franklin Road.
Comment by Debi — October 5, 2009 @ 6:12 pm
It is very rare I use the drive-through. Most of the time I can go in get my food and be out and still see the same cars sitting there. Then there is the fact that too often they mess the order up. I go with the Joe Pesci theory on drive-throughs.
Comment by Mike D — October 5, 2009 @ 11:57 pm
Wendy's? Wendy's!? How can that be? Maybe their drive through is faster. But every and I mean EVERY Wendy's I have ever been in is as slow as molasses! IMO Chick Fil A exceeds every competitor in every category, food quality, customer service, speed of service, accuracy, employee appearance, etc! Way to go Chick Fil A!
Comment by pmac — October 6, 2009 @ 12:15 am
I will add that one drive through that is slower than any of these is ironically Sonic. A business that is nothing but a drive through!
Comment by pmac — October 6, 2009 @ 12:17 am
Very rare that I use "fast food" restaurants or their drive throughs'. But I do find the statistics interesting at best!
The occassions that I use Long John Silver's drive thru, typically has a 10 to 15 minute wait.(Minutes, NT seconds) That sure blows the time averages out of the water, doesn't it?!?!
My one "pet peeve" at all drive thrus is being greeted with a hello, or some other mundane greeting. Not even the name of the restaurant, or the request for an order.
I personally think that a more unbiased 'secret shopper' would provide a better cross section of what takes place through the drive thru experience.
Finally, "120 to 140 cars per hour" equates to 25.7 - 30 seconds per car. I'm not from Missouri, but 'show me'. !!!
Comment by Steve — October 6, 2009 @ 10:41 am
Wendy's has got to be the busiest menu board I've ever seen. Dave Thomas must be rolling in his grave at the thought of all those SKUs. Next has got to be Sonic. But that's because they offer so many treats.
But let's face it...CFA doesn't have the world's largest menu either, and McD's is all pictures and most people who eat McD's know that they are ordering a #6 or what not way before they pull up.
I never drove through a Whataburger during my time in Texas...but if it is simpler than In 'n Out's board...its got to be something special.
Comment by Rich — October 6, 2009 @ 12:28 pm
The Burger King on Brambleton has to rank near the top. I would say that 8 out of 10 times my order is wrong. Sonic on Brambleton is ranking with them. I was in a stall there yesterday afternoon about 4 and waited 11 minutes on 2 chicken strip dinners. Then she came out with them and no drinks. I asked about them and waited another 6 minutes for a Dr. Pepper and a Sprite. The Wendys' on 419 had an awesome manager named Ron back about a year ago and it rocked.. The food was correct and the serve was fast. The company was crazy to let him leave them. It has slid down hill since then.
Comment by LINDA — October 8, 2009 @ 7:44 pm
When I eat fast food, I usually eat inside the restaurant. Most of the time, to me, it seems like drive through customers are considered a priority over in-restaurant customers which can be annoying.
Comment by KevinL — October 9, 2009 @ 4:09 pm
Not surprised about these numbers. Chick-fil-a is a well-run company.
Comment by John Gallagher — October 10, 2009 @ 8:37 am
Love, love Chick-fil-a! Extremely well run company- like the Nordstrom's of fast food. I love that when you thank them for anything, they consistently reply 'my pleasure' rather than 'you're welcome' or, way more common, with no reply. The older gentleman who works at the Tanglewood Chick-fil-a is such a keeper. It's not a drive through, but he never fails to come by our table, thank us for our business, offer to refill our drinks- he's just an all around great guy and 'a pleasure' to be around.
Comment by Roanoke Mom & Business Owner — October 12, 2009 @ 1:59 pm