Chick-fil-A Leads in Satisfaction, YUM! Brands Dominate Speed, and Raising Cane's Comes Out Strong in the Highly Anticipated 2024 Intouch Insight Annual Drive-Thru Study.
01 Octobre 2024 - 1:30PM
The highly anticipated Intouch Insight Annual Drive-Thru Study
launches today in partnership with QSR® Magazine. This study
focuses on key performance metrics such as speed, accuracy, and
satisfaction of top quick-service restaurant brands. Data was
collected during 1,651 mystery shopper visits across the United
States in the summer of 2024.
"Technology continues to play a major role in enhancing guest
experiences in the drive-thru," says Laura Livers, Chief Revenue
Officer at Intouch Insight. "Whether it's speaker technology,
kitchen automation, or the newest hot topic: AI-powered voice
ordering, technology innovations will continue to push the industry
forward." This year's report highlights one new aspect: the
availability and impact of AI-powered voice ordering. While the
data provides a glimpse of where this technology may lead, the
positive effects seen can't be ignored.
While the full report uncovers a wealth of data, here
are a few standout highlights:
- Overall satisfaction
with the level of service improved by four percentage points,
rising from 90% in 2023 to 94% in 2024. Chick-fil-A remained the
leader in overall satisfaction at 99%, while McDonald's saw the
most significant year-over-year improvement, jumping from 88% in
2023 to 97% this year. Burger King also significantly increased by
eight percentage points from 85% to 93%.
- When it comes to
speed, drive-thru times continue to improve. In 2024, the overall
total time was 14 seconds faster than in 2023. KFC had the most
significant improvement, serving customers 44 seconds faster than
last year, holding on to second place behind the category leader,
Taco Bell. Notably, Wendy’s claimed a spot on the leadership board
with an improvement of 41 seconds.
- Raising Cane’s made
its debut in the study with a bang, tying for first place in the
food quality category and claiming second place in the fastest
total time by car, friendliness, and overall satisfaction with the
level of service.
Friendliness is one consistently tracked metric which
significantly impacts several key performance areas. “This year’s
data shows that when service was perceived as friendly, overall
satisfaction rates with the level of service were 78% higher than
when it wasn’t,” said Livers. "This underscores the importance of
investing in effective employee training and creating a positive
work environment, ensuring employees are empowered to deliver
memorable customer experiences."
For the past 24 years, the Drive-Thru Study has been a trusted
industry benchmark, providing valuable insights into shaping the
quick-service restaurant landscape. “Next year marks the 25th
anniversary of the study,” adds Livers, “and we are preparing
exciting new features to celebrate this milestone. Stay tuned for
what’s to come in 2025 as we evolve and provide cutting-edge data
for the industry.”Download the 2024 study now!
About Intouch Insight:
At Intouch Insight, we specialize in helping multi-location
brands achieve operational excellence, exceed customer
expectations, and build long-term customer loyalty. We are proud to
deliver growth solutions to over 300 of the world's most beloved
brands. Our solutions are designed to streamline operations,
maintain brand standards, and provide actionable insights to help
our clients enhance their CX. With over 40 years of CX expertise,
we excel in providing our clients with top-notch CX, customer
surveys, mobile forms, mystery shopping, and operational and
compliance audit solutions.
Sarah Beckett
Intouch Insight
6132707922
sbeckett@intouchinsight.com
Intouch Insight (TSXV:INX)
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