- Mar 13, 2024
- 1,774
- 35
Seems like a popular fast food chain is dropping the ball lately.
We all have our favorite fast food spots, right? But not all of them score the same on consistency. A recent in-depth study revealed some surprising results about order accuracy among the big names, and one popular chain didn't fare too well.
The 24th Annual Drive-Thru Study by Intouch Insight compared various American fast food chains on criteria like order accuracy, service speed, food quality, and portion sizes. The results for order accuracy were particularly eye-opening.
Chains considered in the study:
- Arby’s
- Burger King
- Carl’s Jr. / Hardees
- Chick-fil-A
- Dunkin’
- KFC
- McDonald’s
- Raising Cane’s
- Taco Bell
- Wendy’s
Taco Bell fell to the bottom of the list with an 85% accuracy rate. In contrast, Chick-fil-A and McDonald’s were at the top with 93% accuracy. It was noted that drive-thru errors are rarely corrected as customers often leave without checking their orders. Despite improvements, 11% of orders were still inaccurate, meaning 1 in 10 has an error.
Two areas showed improvement:
- "Requests for no ice in drinks were met 72.3% of the time, an improvement from last year’s 70%."
- "Incorrect ingredients in main dishes dropped to 9% from 13.8% in 2023."
Communication is crucial. Order accuracy improved when speakers were clear and when customers didn’t have to repeat their orders. Interestingly, accuracy was higher at 95% when customers thought they were interacting with AI, compared to the overall average of 89%.
Integrating technology like AI in the ordering process is suggested to boost accuracy while retaining a customer-friendly touch.
Do these results surprise you? Share your thoughts below, and stay tuned here for more food industry updates! What's your favorite fast food chain? Let us know!
We all have our favorite fast food spots, right? But not all of them score the same on consistency. A recent in-depth study revealed some surprising results about order accuracy among the big names, and one popular chain didn't fare too well.
The 24th Annual Drive-Thru Study by Intouch Insight compared various American fast food chains on criteria like order accuracy, service speed, food quality, and portion sizes. The results for order accuracy were particularly eye-opening.
Chains considered in the study:
- Arby’s
- Burger King
- Carl’s Jr. / Hardees
- Chick-fil-A
- Dunkin’
- KFC
- McDonald’s
- Raising Cane’s
- Taco Bell
- Wendy’s
Taco Bell fell to the bottom of the list with an 85% accuracy rate. In contrast, Chick-fil-A and McDonald’s were at the top with 93% accuracy. It was noted that drive-thru errors are rarely corrected as customers often leave without checking their orders. Despite improvements, 11% of orders were still inaccurate, meaning 1 in 10 has an error.
Two areas showed improvement:
- "Requests for no ice in drinks were met 72.3% of the time, an improvement from last year’s 70%."
- "Incorrect ingredients in main dishes dropped to 9% from 13.8% in 2023."
Communication is crucial. Order accuracy improved when speakers were clear and when customers didn’t have to repeat their orders. Interestingly, accuracy was higher at 95% when customers thought they were interacting with AI, compared to the overall average of 89%.
Integrating technology like AI in the ordering process is suggested to boost accuracy while retaining a customer-friendly touch.
Do these results surprise you? Share your thoughts below, and stay tuned here for more food industry updates! What's your favorite fast food chain? Let us know!
