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.
“The employee who was working the drive-thru was quite rude and kept interrupting me.”
“Sometimes the drive-thru person seems like they just don't want to be there and it leaves you feeling like they are upset with you for picking their establishment.”
“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!”
Customer nightmares: Drive-thru dozing, wrong sort of call-in orders
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."
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