America's Best Drive-Thru 2008
According to a just-released annual Quick Service Drive-Thru Performance Study conducted by Insula Research, Wendy's can claim the honor of being the fastest. The results scream out how well a quick service restaurant chain understands the business of delivering fast food, at least through drive-thrus. Chick-fil-A wins the top honor of being number one in overall performance.
Here are the top 3 fastest, with their average service time (see full chart):
- Wendy's 2min 11.08sec
- Bojangles 2min 31.35sec
- Burger King 2min 33.06sec
And here are the three best chains in overall performances in measures of quickness, accuracy, speaker clarity and menu board appearance (see full chart):
- Chick-fil-A
- McDonald's
- Burger King
The top spots are dominated by fast-food giants that typically have deep pools of leading-edge operations executives. But a Wisconsin-based chain of some 400 restaurants in 17 states, Culver's, races right to the middle of the big boys pack in overall performance this year. That is quite an achievement.
The other thing to note is how amazing the performance gains are when a savvy management knows how to integrate technology. Despite a menu board that is increasing with new items and complexity, QSR restaurants are getting better in delivering meals. For example, Wendy's service time this year has dropped from its high of 2 minutes 15.7 seconds in 2005.
Nowadays, accuracy can be bolstered by devices that digitally eliminate ambient sound for order takers and that drop messages to remind workers if they are behind.
Read QSR magazine's full story, America's Best Drive-Thru 2008 is ... Chick-fil-A (Again). QSR.com has done a great job in presenting this annual performance survey.
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