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2020 Annual Drive-Thru Study

The 2020 Annual Drive-Thru Study examines the drive-thru performances of ten quick-service restaurants and gives you actionable insights on what matters most.

 

Purchase the Full Report      Download the Highlights →

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Get the Highlights First

Your brand has waited expectantly for the latest norms in quick-service drive-thrus, and this year is no exception. Even in these unprecedented times, we’re here to offer you invaluable insights in drive-thru speed of service, order accuracy, customer service, taste and more.

Download the highlights of the 2020 Drive-Thru Study

The Drive-Thru Performance Benchmark is Back.

While the study highlights the drive-thru performances of ten quick-service restauarnts, it also answers key questions regarding COVID-19 and its impact on the industry nationwide.

Use these results to better strategize how your team will make important updates to stay compliant and maintain customer confidence and comfort in your restaurants. 

 

The Complete Study Findings Include:

Speed of Service

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What's included:
  • By Brand
  • By Menu – Burgers, Chicken,
    Specialty, Wide Variety
  • By Car
  • Time of Day
  • Region
  • With / without PSM
  • With / without OCB
  • With / without Digital Menu Board
  • Accurate vs Inaccurate Orders
  • With / without Suggestive
    Selling

Order Accuracy

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What's included:
  • By Brand
  • By Menu – Burgers, Chicken, Specialty, Wide Variety
  • By Wait Time / Service Time / Total Time
  • By Speaker Clarity
  • With / without OCB
  • With / without Digital Menu Board
  • With / without Suggestive Selling
  • Friendly / Not Friendly

Food Quality

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What's included:
  • By Brand
  • By Menu – Burgers, Chicken, Specialty, Wide Variety
  • By Main Entrée
  • By Side Item
  • By Drink
  • Temperature
  • Time of Day
  • By Wait Time / Service Time / Total Time
  • Region
  • By Satisfaction Level

Customer Service

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What's included:
  • By Brand
  • By Region
  • By Menu – Burgers, Chicken, Specialty, Wide Variety
  • By Friendliness
  • By Speaker Clarity
  • By Masks
  • By Cleanliness

    Others:
  • Covid-19 Effects
  • Dine In Availability
  • Suggestive Selling
  • Payment Types Accepted
 

Purchase The Full Report

Get the full, comprehensive study report broken down by brand, accuracy, customer service, food quality, satisfaction, pandemic considerations, and more.

Your purchase includes:

  • The Full Report
  • Raw Data File in Excel
  • Readout of the Data
  • Your Brand Questions Answered by our Experts

Buy the Report

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Dive Deeper: Watch Our Webinar

Watch Lisa van Kesteren and Donna Goodwin diving deep into the results found in the downloadable report. See the recorded webinar to discover how your quick-service brand can cut costs and improve drive-thru performance.