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 Welcome to the home of Drive-thru Study!

Dive into the Intouch Insight Annual Drive-Thru Study—your go-to report for discovering how ten of the top QSR brands across the US perform in drive-thru service! For 24 years, we’ve been tracking these core brands, analyzing five key customer experiences that keep customers coming back for more. 

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Research Methodology: How we collected data?

With the help of our extensive mystery shopper network, we performed 1,651 mystery shop orders across the U.S.

Mystery Shop Allocation

Each brand was mystery shopped 165 times across the U.S., except for Arby’s, which was visited 166 times. The store locations were geographically distributed to ensure comprehensive coverage.

Timing 

The shopping period spanned from June to July 2024, with orders placed at various times of the day, including breakfast, lunch, late afternoon, and evening.

Metrics Measured

The study evaluated five key factors that influence consumer choice: Speed of Service, Order Accuracy, Suggestive Selling, Food Quality, and Satisfaction.

Download the 2024 Annual Drive-thru Study by Intouch Insight

Ten QSR Giants, Five Crucial Metrics.

Unlike traditional consumer surveys, this study gathers data through real-time, unannounced visits by mystery shoppers. These visits offer an authentic snapshot of the customer experience across 10 QSR brands and help establish an industry benchmark.

Burger King logo Wendy's logo Taco Bell logo McDonald's logo Chick-fil-a logo Dunkin' logo KFC logo Arby's logo Hardee's and Carls Jr. logo Raising Canes logo
Mapping five key experiences across drive-thrus of ten leading QSRs.

The key takeaways.

The Emerging Experiences study provides valuable data to guide your investment decisions and improve your customers' ordering and pickup experiences.

Tech innovation boosts customer satisfaction

3 out of 4 innovation experiences received higher satisfaction scores compared to their legacy counterparts. 

Higher overall satifaction scores

Tech innovation leads to speed improvements for digital orders

Investing in technology has streamlined digital order processing for pickup. Whether customers were picking up their orders in a drive-thru, pickup window, or food locker, the study reveals that these innovations have reduced the time spent picking up.

 

Speed improvements for digital orders were noticed.

Innovation drives accuracy

The data suggests that the overall order accuracy scores of 3 out of 4 innovation experiences outperformed those of the legacy experiences.

Overall order accuracy scores were higher at innovation locations.

 

Drive-thru your way to consumer insights.

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