The 26th Annual Drive-Thru Study conducted by Intouch Insight Ltd. examined the performance of 13 quick-service restaurant brands and revealed that average drive-thru visit durations have reached their fastest levels since 2018. This increase in speed comes amid heightened competition in the food service industry and shifting consumer expectations for quick and convenient service. The study not only focused on speed but also assessed customer satisfaction, revealing a notable satisfaction gap that is closely tied to staff friendliness in interactions at the drive-thru window. Furthermore, the report highlighted advancements in voice AI ordering technology, which has the potential to enhance customer experience by reducing wait times and increasing order accuracy, although it was noted that few guests reported encountering this feature during their visits. Overall, the study's findings suggest ongoing improvements in drive-thru efficiency that may influence future service strategies within the industry.
Analyzed Canadian Outlets (1)
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