The Drive-Thru Performance Study: Customer Service

The benchmark chains still have some work to do in the customer-service department. Employees at 73.6 percent of surveyed drive thrus featured either “very friendly” or “pleasant” customer service, compared with 75.2 percent last year.

 Very FriendlyPleasantAverageLackadaisical/
Mechanical
Rude
ChainCountPercentCountPercentCountPercentsort descendingCountPercentCountPercent
Krystal5628.0%5025.0%6834.0%2211.0%42.0%
Burger King5117.1%11739.1%9230.8%289.4%113.7%
Taco John's3028.0%4340.2%3028.0%43.7%00.0%
Wendy's9830.2%13441.2%7021.5%175.2%61.8%
McDonald's10031.5%13943.8%5517.4%226.9%10.3%
Taco Bell11938.6%14346.4%4113.3%51.6%00.0%
Chick-fil-A15852.8%12240.8%155.0%31.0%10.3%
Summary61233.0%74840.3%37120.0%1015.40%231.2%
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