Summary:
America's fast food drive-thrus are becoming slower and slower. Customers spend about 3 minutes (180 seconds) waiting in line based on studies in 2013. This is 8 seconds slower than in 2012. These few extra seconds may not seem like a big deal, but they sure do make a difference in many ways. Chick-fil-A customers waited about 203.9 seconds, which is the longest wait in the entire study. Wendy's comes out to be the fastest, with a wait of only 133.6 seconds.
The main reason for the increased waiting time is accuracy. People want to receive their correct order, therefore they will be willing to wait. Even if you may be fast, the customer's order could be wrong and they will become even more impatient. Chick-fil-A, having the longest wait, ranks with the highest accuracy of 91.6% correct orders. On the other hand, Burger King ranks the lowest with 82.3% correct.
Analysis:
I think one of the reasons the drive-thru is getting slower is that the menus are so crowded and small printed, it takes people, especially ones with bad vision, a longer time to prepare to order. Also, the speaker is usually unclear, causing the customers to have to repeat their order which takes up even more time. I also believe that accuracy plays a major role in this as well. Although it may take longer to get the order correct, business could be easily lost due to impatience.
http://news.yahoo.com/fast-food-drive-thru-time-study-151932689.html
I totally agree with your analysis, I would rather my food be prepared correctly then made wrong. What if I was allergic to something and trying to be fast they put it on my burger, then what?
ReplyDelete^^^^^^
ReplyDeleteYep, I rather have more accurate food and wait a few more seconds.
ReplyDeleteI agree about accuracy over speed and the overcrowdedness of the menus, they need to just drop all those $7 items because I can get a better one for that price elsewhere. Make everything dollar menu please
ReplyDelete