May 18, 2013

2012 Drive-Thru Study: Customer Service

Though the majority of units at each benchmark chain has at least "pleasant" service, there is plenty of room to grow in the customer experience.

		Very Friendly		Pleasant		Average		Lackadaisical / Mechanical		Rude
Chain	Total Units	Count	Percent	Count	Percent	Count	Percent	Count	Percent	Count	Percent
Wendy's	318	97	30.5%	127	39.9%	72	22.6%	19	6%	3	0.9%
Taco Bell	307	136	44.3%	109	35.5%	54	17.6%	3	1%	5	1.6%
McDonald's	362	100	27.6%	165	45.6%	73	20.2%	22	6.1%	2	0.6%
Krystal	203	66	32.5%	78	38.4%	43	21.2%	15	7.4%	1	0.5%
Chick-fil-A	303	174	57.4%	106	35%	17	5.6%	4	1.3%	2	0.7%
Burger King	318	87	27.4%	109	34.3%	95	29.9%	18	5.7%	9	2.8%
Bojangles'	242	117	48.3%	73	30.2%	35	14.5%	16	6.6%	1	0.4%
Summary	2,053	777	37.80%	767	37.40%	389	18.90%	97	4.70%	23	1.10%

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