Skip to the main content.
Subscribe to our newsletter

Intouch Insight Study Reveals That Taco Bell Defy & McDonald’s Texas Test Restaurant Slash Their Drive-Thru Service Times by Over One Minute

Compared to the 2022 Intouch Insight Annual Drive-Thru Study report, Taco Bell Defy and McDonald’s test restaurant located just outside Fort Worth Texas outperform brand scores for many key performance indicators measured in the annual study.

Ottawa, Ontario - Intouch Insight, a leading provider to multi-location businesses, released today early findings from the 2023 Intouch Insight Annual Drive-Thru Study showcasing how new drive-thru prototypes perform compared to traditional models.

“While we saw both these brands’ prototype locations achieve impressive improvements in their speed of service at the drive-thru, it’s not all good news,” reports Sarah Beckett, Director of Marketing at Intouch Insight. “McDonald’s was the category leader for accuracy in the 2022 Drive-Thru Study, but the test restaurant in Fort Worth, Texas struggled in this area, scoring 9% lower than the brand scored overall last year,” adds Beckett.

Key findings:

  • Taco Bell Defy’s average service time was 2 minutes and 32 seconds, a reduction of 1 minute and 10 seconds compared to the brand’s performance in the 2022 study.
  • Taco Bell Defy achieved an 88% accuracy score, meaning just over 1 out of every 10 orders is delivered wrong to customers, compared to 84% for the 2022 brand score.
  • The McDonald’s test restaurant in Fort Worth, Texas, has an average service time of 3 minutes and 45 seconds, compared to overall brand performance in last year’s study of 4 minutes and 51 seconds.
  • The McDonald’s test restaurant achieved an accuracy of 80% compared to the overall brand score of 89% in 2022.

“We’re excited to share these results alongside the sneak preview of the 2023 Intouch Insight Annual Drive-Thru Study findings this Thursday, September 7th at the inaugural QSREvolution conference taking place in Atlanta,” says Beckett. “As the drive-thru experience continues to evolve rapidly, we’re proud to be part of such an important industry event and to share these benchmarks year after year.”

For more information, read the full article here:

The 2023 Intouch Insight Annual Drive-Thru Study will be released, in partnership with QSR®magazine, on October 2, 2023. To learn more about the Intouch Insight Annual Drive-Thru Study visit or check out the September 7th session at the QSREvolution conference, Winning at the Drive-Thru. 

About Intouch Insight

Intouch Insight specializes in helping multi-location businesses achieve operational excellence so they can exceed customer expectations, strengthen brand reputation and improve financial performance.

Intouch enables brands to collect and centralize data from multiple customer touchpoints, giving them actionable, real-time insights in an advanced analytics platform. Founded in 1992, Intouch is trusted by over 300 of North America’s most-loved brands for their customer experience management, customer survey, mystery shopping, mobile forms, operational and compliance audits, geolocation data capture and event marketing automation solutions. For more information, visit

Media Contact:
Sarah Beckett
Director of Marketing