The recent round of quarterly earnings reports shows that most quick-service chains are pouring money and resources into speeding up the drive-thru.
Occasionally clear themes emerge after an earnings report cycle. For quick-service restaurants, that theme during this latest go-round seems to be an urgent focus on speed. and their expectations are changing accordingly. Despite these trends, however, service times at the drive-thru are decelerating. Blame complicated menus and more cars choosing the drive-thru channel to get their meals., last year’s speed-of-service averaged 234 seconds.
In addition to incentivizing employees to work more expeditiously, McDonald’s has also added new technologies and diagnostic tools that allow employees to see drive-thru activity in real time. Plosch also admitted Wendy’s has been a little slower than industry average on credit card processing and made software changes during Q2 to rectify this issue.
“In fact, in the U.S., 6 million more cars drove through the drive-thrus compared to Q2 2018 and our guests received an experience that was, on average, 7 seconds faster,” he said. “This attention to improve speed, customer satisfaction and running great restaurants helped the Taco Bell system break two weekly sales records just one week apart.”
“As changes are implemented, we expect to provide faster and more consistent service for our guests and ultimately deliver more sales and profits for our operators,” Comma said during the company's August 8 call. , CEO Dave Hoffman said Dunkin’ has “quietly” made investments on speed, including reducing the number of steps it takes for customers to order via mobile and training restaurant crews.
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