Most of the fast-food chains have struggled to keep up with pandemic drive-up demand.
Long lines have been a regular feature at drive-thrus since coronavirus has kept many customers out of restaurant interiors. SeeLevel HX found that the time between ordering the food to getting it was actually 17 seconds faster this year than last, meaning all the extra wait is before ordering.
"The pandemic is continuing to have a massive impact on QSRs from a spike in traffic and stricter safety standards and protocols to a substantial increase in staffing turnover and training, so I'm not surprised to see a dip in speed of service," van Kesteren said.While Chck-fil-A might take longer to get food into customers' hands, patrons were happiest with what they got.
KFC, on the other hand, might get food to customers the fastest, but customers said the Colonel's restaurants had the worst customer service and were most likely to get the order wrong. Wendy's didn't fare much better. Of the 10 restaurants studied by SeeLevel HX, Wendy's came in ninth in order accuracy, and seventh in customer service and taste., Wendy's ranked sixth in overall customer satisfaction out of 17 restaurants examined. The chain fared well on most measurements, including speed of service, quality of food, order accuracy and availability of menu items.Information from The Atlanta Journal-Constitution is included in this report.
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