QSR October 2022

DRIVE - THRU REPORT

tant factor for customer satisfaction, order accuracy is also key,” he says. “We will be keeping this top of mind going forward and implementing digital order status boards at our locations was a great step forward. Guests are now able to view and confirm their items before receiving their order, which helps prevent drive-thru errors and delays.” One “huge” step forward for the brand was its “Dunkin’ Digital’ location in Boston, which opened last September. It’s Dunkin’s first digital-only store that consists of kiosks that handle all orders, eliminating the person-to-person model. These are the kinds of updates that will stick. Health safety measures, such as protective window guards and touchless food and beverage exchange, proved slightly less important in 2022 than the prior year. Plexiglass and other protective guards at the window were a lead importance metric for just 44 percent of respondents. Two years ago,

it was 62 percent. Touchless payment was 40 percent this year; in 2020, it was 50 percent. The touchless exchange dropped from 56 to 39 percent. But staples like enough napkins ( 72 from 71 percent ) and the right condiments ( 72 from 69 percent ) moved the other direction, pointing to something that’s f lashed inside stores as well—guests are less forgiving than they were at COVID peak. THE INNOVATION RACE In May, Carl’s Jr. and Hardee’s parent company CKE Res taurants announced a $500 million investment to physically and digitally transform each brand over the next four to six years. More than 500 units across 20 markets would get an update by year’s end. Notably, this project includes new

PRE SELL MENUBOARD IN PLACE Was a pre-sell menuboard in place?

SUGGEST I VE SELL Was a suggestive sell offered

YES

NO

YES

NO

PERCENT

PERCENT

PERCENT

PERCENT

YES 51.00 % �� YES NO 49.00 % Was a presell menuboard in place (total)? McDonald’s 86.30 % Wendy’s 66.40 % Hardee’s 64.00 % Carl’s Jr. 63.00 % KFC 57.00 % Arby’s 52.80 % Burger King 45.30 % Taco Bell 40.00 % Dunkin’ 26.40 % Chick-fil-A 25.00 %

75.00 % 73.60 %

72.40 % 62.30 % 61.80 %

90.00 %

Chick-fil-A

Carl’s Jr.

Dunkin’

Taco Bell 76.70 % McDonald’s 68.50 % Wendy’s 59.40 % Arby’s 56.30 % Bur er Kin 51.80 % Chick-fil-A 46.00 % Hardee’s 38.20 % KFC 37.70 % Carl’s Jr. 27.60 %

Dunkin’

KFC

Taco Bell 60.00 % Burger King 54.60 % Arby’s 47.20 % KFC 43.00 % Carl’s Jr. 37.00 % Hardee’s 36.00 % Wendy’s 33.60 % McDonald’s 13.70 %

Hardee’s

Chick-fil-A 54.00 % Bur er Kin 48.20 % Arby’s 43.70 % Wendy’s 40.60 % McDonald’s 31.50 % Taco Bell 23.10 % Dunkin’ 10.00 %

T IME WITH PRESELL MENUBOARD:

YES NO

AVERAGE TIME (SECONDS)

WA I T T IME

YES

Wait time ........... 101.77 Service time .... 268.44 Total time ......... 370.21

SERV ICE T IME

AVERAGE TIME (SECONDS)

NO

Wait time ............ 110.10 Service time .... 265.04 Total time .......... 375.13

TOTAL T IME

ICON IMAGE: ADOBE STOCK / HILDA

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OCTOBER 2022 | QSR | www.qsrmagazine.com