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.