Technomic’s Consumer Brand Metrics program asks consumers to rate their most recent trip to a restaurant and provide an overall rating of their visit. Then they’re asked why they rated it that way. Drive-thru service comes up often, for good and for bad. Their verbatim comments, taken together, provide a road map for a successful drive-thru.
Keep traffic flowing
“The service is extremely slow. I sat in a drive-thru line for over 15 minutes.”
“They took a very long time with us in the drive-thru. Three separate cars behind us backed out and left while we were at the service window.”
“I went through the drive-thru around 10:45 a.m. I was the only car in line and I waited nearly 10 minutes.”
“The food was good but the service wasn't so great. Not only did we have to pull into the parking lot from the drive-thru, we weren't given our full order and my fiance had to go in and get the rest of our food.”
“I went thru the drive-thru and they stiffed me on my avocados!”
Run on all cylinders
“They have great service, they are the fastest drive-thru in town and their food is good.”
“The drive-thru was crowded but moved quickly, my order was correct, and the food was delicious.”
“The food was good and hot. The customer service at the drive-thru was awesome. She was happy and friendly.”
Go the extra mile
“I go through the drive-thru and many times my dog is with me. They always give him a free dog treat.”
“I didn't see what I wanted on the menu so I ordered something else. When I got to the window and asked the lady if they had discontinued [that item], she said no and allowed me to add one to my order without going back through the drive-thru."