Intouch Perception, in collaboration with QSR Journal, has launched its 25th Annual Drive-Thru Study, which evaluates the efficiency of 13 main quick-service restaurant (QSR) manufacturers throughout numerous metrics. The research, carried out between June and July 2025, assessed manufacturers together with McDonald’s, Chick-fil-A, Burger King, Wendy’s, Taco Bell, KFC, Elevating Cane’s, Popeyes, Dutch Bros, Tim Hortons, Starbucks, Dunkin’, and Arby’s.
The research discovered that Taco Bell achieved the quickest common complete time within the drive-thru, clocking in at 4 minutes and 16 seconds. KFC and Tim Hortons adopted carefully with occasions of 4 minutes and 21 seconds and 4 minutes and 25 seconds, respectively. These outcomes point out a slight enchancment in general drive-thru velocity, with occasions being 3 seconds quicker than these of the earlier yr.
Buyer satisfaction was highest at Chick-fil-A and Dutch Bros, each scoring 98%. Arby’s additionally carried out nicely on this class with a satisfaction charge of 93%. The research highlighted that friendliness has a major impression on buyer satisfaction, with a 97% satisfaction charge when service was pleasant, in comparison with 22% when it was not.
Order accuracy was one other key metric, with Dutch Bros main at 96%. Burger King and Wendy’s each achieved 88% accuracy, whereas Chick-fil-A and Elevating Cane’s every scored 87%. The research famous that clear communication and correct order-taking can cut back wait occasions by as much as 1 minute and 25 seconds per go to.
The research additionally examined the impression of synthetic intelligence (AI) on drive-thru operations. AI-enabled orders had been accomplished in a mean of three minutes and 53 seconds, quicker than the general common of 4 minutes and 15 seconds. Nonetheless, these orders had a decrease accuracy charge of 83%, primarily as a result of challenges with order customization. When human workers assisted the AI programs, accuracy improved to 95%.
The research categorized the QSR manufacturers into three segments: Traditional, Rooster, and Beverage. Traditional chains, together with Burger King, McDonald’s, Taco Bell, Wendy’s, and Arby’s, delivered the quickest occasions however scored lowest on friendliness. Rooster chains excelled in friendliness and satisfaction, whereas beverage chains balanced accuracy and velocity.
The research presents insights into the evolving panorama of drive-thru providers, highlighting the significance of putting a stability between velocity and know-how, and human interplay to reinforce the shopper expertise.
