Industry News | October 1, 2009

Chick-fil-A Reacts to Drive-Thru Win

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For the sixth time in the Drive-Thru Performance Study’s 12-year history, Chick-fil-A ranked No. 1 overall. Of the 20 brands surveyed during the four-month-long test, Chick-fil-A scored highest, earning 17.8 and placing No. 1 in two of the four categories tested.

Insula Research surveyed the brands in the categories of speed of service, order accuracy, menuboard appearance, and speaker clarity. Chick-fil-A ranked first in the categories of order accuracy, with 96.4 orders filled accurately, and speaker clarity.

“Our entire Chick-fil-A family is excited about our repeat recognition from QSR magazine to again be named America's Best Drive-Thru,” says Tim Tassopoulos, senior vice president of operations for the company. "This recognition is an affirmation of our 1,000-plus Chick-fil-A owner-operators and their terrific restaurant team members.”

In addition to ranking No. 1 overall, Chick-fil-A also offered customers the friendliest service during the study, meaning it had the highest percentage of crew members who said “please” and “thank you,” smiled, made eye contact, and had a pleasant demeanor.

“Our owner-operators and their restaurant team members strive to consistently create memorable guest experiences every day with every drive-thru visit," Tassopoulos says.

Brian Baker, president of Insula Research, attributes the brand’s winning history to its deep operational efficiency.

“There are several reasons why Chick-fil-A has consistently finished on top,” Baker says, “but ultimately it comes down to the fact that Chick-fil-A is an exceptionally well-run organization at all levels of management.”

The Drive-Thru Performance Study is an annual ranking of the top drive-thrus in America and is featured in the October issue of QSR.

News and information presented in this release has not been corroborated by QSR, Food News Media, or Journalistic, Inc.