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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 Friendly | Pleasant | Average | Lackadaisical/ Mechanical | Rude | ||||||
| Chain | Count | Percent | Count | Percent | Count | Percent | Count | Percent | Count | Percent |
| Burger King | 51 | 17.1% | 117 | 39.1% | 92 | 30.8% | 28 | 9.4% | 11 | 3.7% |
| Krystal | 56 | 28.0% | 50 | 25.0% | 68 | 34.0% | 22 | 11.0% | 4 | 2.0% |
| Taco John's | 30 | 28.0% | 43 | 40.2% | 30 | 28.0% | 4 | 3.7% | 0 | 0.0% |
| Wendy's | 98 | 30.2% | 134 | 41.2% | 70 | 21.5% | 17 | 5.2% | 6 | 1.8% |
| McDonald's | 100 | 31.5% | 139 | 43.8% | 55 | 17.4% | 22 | 6.9% | 1 | 0.3% |
| Taco Bell | 119 | 38.6% | 143 | 46.4% | 41 | 13.3% | 5 | 1.6% | 0 | 0.0% |
| Chick-fil-A | 158 | 52.8% | 122 | 40.8% | 15 | 5.0% | 3 | 1.0% | 1 | 0.3% |
| Summary | 612 | 33.0% | 748 | 40.3% | 371 | 20.0% | 101 | 5.40% | 23 | 1.2% |
