May 18, 2013

2011 Drive-Thru Study: Customer Service

Auditors reported only 1 percent of the crewmembers were rude, but "very friendly" experiences only accounted for 38.4 percent of interactions.

Question: Overall, how would you rate the service you received on this visit?

Click the header rows to sort the data.

		Very Friendly		Pleasant		Average		Lackadaisical/Mechanical		Rude
Chain	Total	Count	Percent	Count	Percent	Count	Percent	Count	Percent	Count	Percent
Krystal	222	52	23.4%	101	45.5%	41	18.5%	25	11.3%	3	1.4%
Burger King	300	82	27.3%	106	35.3%	79	26.3%	28	9.3%	5	1.7%
McDonald’s	300	112	37.3%	110	36.7%	50	16.7%	23	7.7%	5	1.7%
Taco Bell	297	112	37.7%	125	42.1%	52	17.5%	8	2.7%	0	0%
Summary	2002	770	38.5%	771	38.5%	330	16.5%	110	5.5%	21	1%
Wendy’s	298	115	38.6%	97	32.6%	62	20.8%	18	6%	6	2%
Del Taco	283	119	42%	127	44.9%	32	11.3%	4	1.4%	1	0.4%
Chick-fil-A	302	178	58.9%	105	34.8%	14	4.6%	4	1.3%	1	0.3%
Summary	2,002	770	38.5%	771	38.5%	330	16.5%	110	5.5%	21	1.0%

Drive-Thru Benchmarks

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