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The 21st annual <a href="https://www.prnewswire.com/news-releases/seelevel-hx-21st-annual-drive-thru-study-uncovers-delays-and-inaccuracy-as-qsrs-struggle-with-labor-shortage-301383881.html?utm_source=1851franchise.com&utm_medium=article&utm_campaign=drive-thru-speeds-may-be-slowing-down-but-sales-certainly-arent-2716842" target="_blank" rel="nofollow">drive-thru study</a> released by SeeLevel HX tested 10 major restaurant brands and nearly 1,500 drive-thrus to find that speed of service in the QSR segment has slowed from 356.80 seconds in 2020 to 382.39 seconds in 2021 — nearly half a minute year-over-year. Meanwhile, according to a recent <a href="https://www.globest.com/2021/09/27/food-delivery-drive-thru-continue-eye-popping-performance/?slreturn=20210827080034&utm_source=1851franchise.com&utm_medium=article&utm_campaign=drive-thru-speeds-may-be-slowing-down-but-sales-certainly-arent-2716842" target="_blank" rel="nofollow">The NPD Group</a> study, drive-thru volume is booming, up a whopping 11% in August 2021 compared to August 2019 and representing 41% of off-premises visits in the month.&nbsp;Both of these trends may in large part be due to the higher off-premise demand following the pandemic, and as the increased wait times show, a boost in drive-thru volume doesn’t come without a price. Long drive-thru lines at a Chick-fil-A restaurant in Fort Lauderdale, for example, <a href="https://www.local10.com/news/local/2021/09/17/chick-fil-a-restaurants-long-drive-thru-line-causes-traffic-problems-in-fort-lauderdale/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=drive-thru-speeds-may-be-slowing-down-but-sales-certainly-arent-2716842" target="_blank" rel="nofollow">are causing traffic problems</a>, and the brand’s CEO recently told The Atlanta Business Chronicle <a href="https://www.bizjournals.com/atlanta/news/2021/09/16/andrew-cathy-named-third-ceo-of-chick-fil-a.html?ana=TRUEANTHEMTWT_AT&amp%3Bcsrc=6398&amp%3Btaid=6143692ca5c42200013c3efd&amp%3Butm_campaign=trueAnthem%3A+New+Content+%28Feed%29&amp%3Butm_medium=trueAnthem&amp%3Butm_source=twitter&utm_source=1851franchise.com&utm_medium=article&utm_campaign=drive-thru-speeds-may-be-slowing-down-but-sales-certainly-arent-2716842" target="_blank" rel="nofollow">30% of its drive-thru customers</a> leave because of those kinds of wait times.&nbsp;Declining order accuracy may also be attributing to longer wait times. According to the SeeLevel HX study, 15% of all orders had inaccuracies in 2021, compared to only 13% in 2020. The study also points out that inaccurate orders took over a minute longer to complete than accurate orders.SeeLevel HX CEO <a href="https://www.linkedin.com/in/lisa-van-kesteren-seelevelhx?utm_source=1851franchise.com&utm_medium=article&utm_campaign=drive-thru-speeds-may-be-slowing-down-but-sales-certainly-arent-2716842" target="_blank" rel="nofollow">Lisa van Kesteren</a> said in a statement that some of the pandemic-fueled issues impacting QSR drive-thru efficiency include “a <a href="https://1851franchise.com/fast-food-franchises-face-nightmare-worker-shortage-2715431">tight labor market</a>, <a href="https://1851franchise.com/declining-food-prices-may-soon-bring-relief-to-food-service-franchises-2716365">supply chain challenges</a> and inflation.”&nbsp;To improve drive-thru operations, some QSR chains are reducing their dine-in hours and adapting their labor, while others are rolling out new technological features or <a href="https://1851franchise.com/the-risk-of-menu-expansion-in-2021-2716255">cutting down</a> on their menus. Burger King introduced <a href="https://1851franchise.com/burger-king-introduces-new-restaurant-model-for-a-post-covid-world-2713814">a revamped store design</a> where drive-thru guests have their order delivered from the suspended kitchen via a conveyor belt system, for example, and McDonald's is testing <a href="https://1851franchise.com/can-i-take-your-order-why-voice-ordering-is-revolutionizing-the-foodservice-space-2710983">voice ordering technology</a> to increase order accuracy. Overall, <a href="https://www.prnewswire.com/news-releases/off-premise-sales-and-non-traditional-payment-options-are-top-of-mind-for-restaurant-franchisees-in-covid-19-landscape-301156796.html?utm_source=1851franchise.com&utm_medium=article&utm_campaign=drive-thru-speeds-may-be-slowing-down-but-sales-certainly-arent-2716842" target="_blank" rel="nofollow">research from TD Bank</a> found that 38% of franchisees limited their menu options to support drive-thru operations in 2020, while 38% added drive-thru capabilities.Taco Bell recently announced its “<a href="https://hypebeast.com/2021/8/taco-bell-defy-restaurant-concept-first-look-inside-info?utm_source=1851franchise.com&utm_medium=article&utm_campaign=drive-thru-speeds-may-be-slowing-down-but-sales-certainly-arent-2716842" target="_blank" rel="nofollow">Taco Bell Defy</a>” store model, which was specifically designed in partnership with franchisee Border Foods and Minneapolis-based Vertical Works Inc. to create a frictionless drive-thru experience. Three out of four drive-thru lanes will be dedicated to mobile or delivery order pick-ups, with digital check-in screens, a proprietary contactless lift system and two-way audio and video technology. According to the SeeLevel HX's study, order confirmation boards can increase drive-thru speeds by an average of 34 seconds.&nbsp;Although <a href="https://www.qsrmagazine.com/drive-thru/environment-and-drive-thrus-not-idle-concern-anymore?utm_source=1851franchise.com&utm_medium=article&utm_campaign=drive-thru-speeds-may-be-slowing-down-but-sales-certainly-arent-2716842" target="_blank" rel="nofollow">a recent study</a> conducted by QSR Magazine found guests were comfortable spending a bit more time in the drive-thru lane compared to 2020, new technology, revamped store models and streamlined menus can help restaurant brands stand out by curbing the type of labor-induced speed and accuracy issues operators are running into as demand climbs.

Drive-Thru Speeds May Be Slowing Down, But Sales Certainly Aren’t

1851 Franchise

New data shows how increased off-premise business is impacting customer service, order accuracy and more.

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Drive-Thru Speeds May Be Slowing Down, But Sales Certainly Aren’t

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