The human connection gap widens
Greeting and closing remarks are powerful bookends of the counter experience; requiring no extra resources, just intention. Yet, 27.9% of guests weren’t greeted, and 27.4% received no parting remark, showing the habit isn’t consistently embedded.
Suggestive selling is the biggest missed revenue lever
Suggestive selling averages just 60.6% across the study, with even the top-performing brand reaching only 78.4%, leaving clear room for improvement. Even small lifts in execution can translate into meaningful revenue at scale. The upside is that suggestive selling is quick to coach, easy to observe, and relatively low-effort to improve.
Dinner is the slowest daypart
For the eight brands measured during the lunch and dinner dayparts, dinner emerges as the most demanding for throughput, with the slowest service times in the study. At 04:11 (mm:ss), it trails breakfast by 32 seconds and is slightly slower than lunch.
