May 22, 2013

2012 Drive-Thru Study: Service Attributes

Per usual, Chick-fil-A sets the high bar in every service attribute category.

		Please		Thank You		Eye Contact		Pleasant Demeanor		Smile		None of the Above
Chain	Total Units	Count	Percent	Count	Percent	Count	Percent	Count	Percent	Count	Percent	Count	Percent
Burger King	318	159	50%	262	82.4%	268	84.3%	253	79.6%	200	62.9%	16	5%
Wendy's	318	172	54.1%	272	85.5%	277	87.1%	264	83%	201	63.2%	11	3.5%
Bojangles'	242	163	67.4%	205	84.7%	211	87.2%	195	80.6%	169	69.8%	8	3.3%
McDonald's	362	185	51.1%	303	83.7%	317	87.6%	298	82.3%	255	70.4%	9	2.5%
Krystal	203	88	43.3%	169	83.3%	179	88.2%	156	76.8%	124	61.1%	5	2.5%
Taco Bell	307	183	59.6%	278	90.6%	277	90.2%	270	87.9%	244	79.5%	6	2%
Chick-fil-A	303	224	73.9%	274	90.4%	277	91.4%	285	94.1%	256	84.5%	4	1.3%
Summary	2,053	1,174	57.20%	1,763	85.90%	1,806	88.00%	1,721	83.80%	1,449	70.60%	59	2.90%

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