Mobile ordering has completely changed the relationship between the customer and the restaurant brand, especially during the pandemic. But not everybody is whole-heartedly embracing mobile solutions for off-premises dining. Here’s how much guests anticipate using mobile ordering solutions to fulfill their quick-service purchases. (The below figures represent percentage of study respondents.)

Quick-serve drive thru502426
Fast-casual drive thru452926
Curbside pickup452827
Direct delivery412831
Third-party delivery322642



2020 QSR drive-thru performance study Methodology

The FoodserviceResults team conducted a comprehensive, nationally representative survey of drive-thru consumers in the U.S. using an online survey sample. Participants in the research were screened for frequency of use as well as numerous demographic characteristics in order to ensure that the respondent base was reflective of the U.S. drive-thru market.

Leveraging insights from numerous industry experts, the finalized survey was completed among 1,007 drive-thru consumers during fieldwork. To ensure a relevant respondent base was achieved, all participants were screened to include those who had at least one drive-thru occasion in the last 30 days. An extensive cross tabulation of the respondent sample data was conducted in order to identify major trends, demographic/behavioral themes, and other nuances in the data.