May 22, 2013

2011 Drive-Thru Study: Service Attributes

Only a fraction of the crewmembers exhibited special service attributes. The highest response rates were for saying “thank you” and making eye contact.

Question: Did your service include … ?

Click the header rows to sort the data.

		Please		Thank You		Eye Contact		Pleasant Demeanor		Smile		None of the Above
Chain	Total	Count	Percent	Count	Percent	Count	Percent	Count	Percent	Count	Percent	Count	Percent
Chick-fil-A	302	236	78.1%	270	89.4%	280	92.7%	284	94%	268	88.7%	2	0.7%
Del Taco	283	172	60.8%	261	92.2%	253	89.4%	232	82%	201	71%	3	1.1%
Taco Bell	297	146	49.2%	271	91.2%	242	81.5%	243	81.8%	196	66%	7	2.4%
Krystal	222	84	37.8%	174	78.4%	173	77.9%	169	76.1%	128	57.7%	3	1.4%
McDonald’s	300	152	50.7%	258	86%	232	77.3%	224	74.7%	193	64.3%	17	5.7%
Wendy’s	298	161	54%	258	86.6%	230	77.2%	216	72.5%	189	63.4%	20	6.7%
Burger King	300	124	41.3%	242	80.7%	219	73%	205	68.3%	146	48.7%	24	8%
Summary	2,002	1,075	53.7%	1,734	86.6%	1,629	81.4%	1,573	78.6%	1,321	66.0%	76	3.8%