Drive-thru orders taking longer to fulfill, less accurate than last year: study
The average time to receive an order was 382 seconds in 2021, up 26 seconds from 2020.
Francis Scialabba
· less than 3 min read
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You want fries with that shake? Give it an extra 26 seconds, if you’re ordering from a drive-thru.
This year, customers are waiting longer—and getting more inaccurate orders—at drive-thrus, according to a new study from SeeLevel HX.
- The average total time to receive an order was 382 seconds in 2021, up from 356 seconds in 2020.
- 15% of orders were inaccurate this year, compared to 13% last year.
- An inaccurate order added 71 seconds to total wait time.
Getting it right: Chick-fil-A topped the survey for accuracy, followed by Taco Bel. Arby’s, Burger King, and Carl’s Jr. were all tied for third.
Order up: QSRs are struggling with a host of challenges as the pandemic continues, from staffing to inflation, noted Lisa van Kesteren, CEO of SeeLevel HX, in a statement.
“To prevent brand vulnerability, restaurants would be better served by compromising in some areas in order to consistently deliver a rewarding drive-thru experience,” Kesteren said. “We’re already seeing this with the top QSRs limiting indoor dining and reducing store hours.”
Retail news that keeps industry pros in the know
Retail Brew delivers the latest retail industry news and insights surrounding marketing, DTC, and e-commerce to keep leaders and decision-makers up to date.