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Things may change rapidly in the limited-service restaurant industry, but there’s at least one thing that always manages to stay the same: the importance of the drive thru. Across the industry, companies regularly see 60–70 percent of their business come through the outdoor lane, with customers expecting speed and convenience more than ever before.
After two years exploring how certain dayparts and menu categories shaped the drive-thru experience, our Drive-Thru Study this year is back to breaking down the data by chain, researching 11 quick serves and four fast casuals to find out where they land when it comes to critical drive-thru metrics such as speed of service, order accuracy, and customer service.
Here’s how the brands performed in this year’s study, along with an inside look at how eight of these operators are innovating their drive-thru operation.