1851

The drive-thru window has <a href="http://money.com/money/3478752/drive-thru-fast-food-fast-casual/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=why-chick-fil-as-unique-drive-thru-approach-may-become-a-new-trend-in-qsr-2711335" target="_blank" rel="nofollow">been around for restaurants since 1947</a>. Still, the system is anything but outdated. According to a new study from the<a href="https://www.restaurant.org/Downloads/PDFs/Research/research_offpremises_201910?utm_source=1851franchise.com&utm_medium=article&utm_campaign=why-chick-fil-as-unique-drive-thru-approach-may-become-a-new-trend-in-qsr-2711335" target="_blank" rel="nofollow"> National Restaurant Association</a>, 39% of consumers have used the drive-thru more this year than last year, and a whopping 92% of consumers say they use the drive-thru at least once a month at QSR restaurants.As the need for quick and convenient foodservice offerings rises, operators have responded with multiple options to meet the off-premises needs of their guests, including <a href="https://1851franchise.com/qsr-magazine-mobile-ordering-races-to-a-38-billion-future-2704150">mobile ordering</a>, <a href="https://1851franchise.com/third-party-delivery-apps-continue-to-take-over-the-game-2710464">third-party delivery partnerships</a>, <a href="https://1851franchise.com/pizza-hut-to-test-cubbie-system-pick-up-location-in-los-angeles-2710559">pick-up cubbies</a> and <a href="https://1851franchise.com/self-service-kiosk-market-to-reach-over-30-billion-2710538">self-ordering kiosks</a>. Although some predict that the drive-thru industry will be <a href="https://1851franchise.com/sonic-to-beta-test-ai-powered-voice-ordering-2710032">dominated by A.I. technology soon</a>, Chick-fil-A has been sticking with good-old-fashioned human interaction. The results speak for themselves.While <a href="https://www.qsrmagazine.com/reports/2019-qsr-drive-thru-study?utm_source=1851franchise.com&utm_medium=article&utm_campaign=why-chick-fil-as-unique-drive-thru-approach-may-become-a-new-trend-in-qsr-2711335" target="_blank" rel="nofollow">QSR’s recent Drive-Thru Study</a> showed that Chick-fil-A has the slowest drive-thru service time, clocking in at nearly 323 seconds, the chain was also voted<a href="https://www.qsrmagazine.com/drive-thru/drive-thru-accuracy-declines-after-two-year-improvement?utm_source=1851franchise.com&utm_medium=article&utm_campaign=why-chick-fil-as-unique-drive-thru-approach-may-become-a-new-trend-in-qsr-2711335" target="_blank" rel="nofollow"> best in both order accuracy</a> (94%), <a href="https://www.qsrmagazine.com/drive-thru/chick-fil-still-americas-friendliest-drive-thru?utm_source=1851franchise.com&utm_medium=article&utm_campaign=why-chick-fil-as-unique-drive-thru-approach-may-become-a-new-trend-in-qsr-2711335" target="_blank" rel="nofollow">and customer service</a>, scoring high in eye contact, pleasant demeanor, smiling, saying “please,” and being “very friendly”.These results prove that <a href="https://1851franchise.com/chick-fil-a-leads-in-customer-satisfaction-by-wide-margin-2710320">Chick-fil-A is setting the bar high for quick-service performance, and that’s especially true re. the drive-thru</a>. In response to long wait times—<a href="https://www.qsrmagazine.com/drive-thru/drive-thrus-werent-busy-2019-new-normal?utm_source=1851franchise.com&utm_medium=article&utm_campaign=why-chick-fil-as-unique-drive-thru-approach-may-become-a-new-trend-in-qsr-2711335" target="_blank" rel="nofollow">more than 35% of the Chick-fil-A’s restaurants have six-plus vehicles in line at any given time</a>—the chain employs “face-to-face ordering” 60% of the time. This means team members are positioned outside the dual-lane drive-thru with tablets, mobile card readers and cash drawers to take orders.&nbsp;While this approach may result in slower service times, it also leads to the happiest customers. According to the study, <a href="https://www.qsrmagazine.com/exclusives/truth-about-chick-fil-s-drive-thru?utm_source=1851franchise.com&utm_medium=article&utm_campaign=why-chick-fil-as-unique-drive-thru-approach-may-become-a-new-trend-in-qsr-2711335" target="_blank" rel="nofollow">Chick-fil-A has the friendliest drive-thru in QSR by a huge margin</a> (65% of consumers consider the chain to be “very friendly,” versus No. 2 Taco Bell at 43%). With accuracy scores for the QSR segment overall dropping more than 5% this year, Chick-fil-A’s ability to keep customers satisfied sets it apart from the competition.&nbsp;Whatever Chick-fil-A is doing is working. Overall, the chicken chain generated <a href="https://www.qsrmagazine.com/content/qsr50-2019-top-50-chart?utm_source=1851franchise.com&utm_medium=article&utm_campaign=why-chick-fil-as-unique-drive-thru-approach-may-become-a-new-trend-in-qsr-2711335" target="_blank" rel="nofollow">over $4.1 million in sales per unit</a>, nearly twice as much as McDonald’s. This year, the chain surpassed Taco Bell and Subway for the No. 3 spot in the industry in sales, <a href="https://www.nrn.com/top-200-restaurants/2019-top-200-countdown-no-50-no-1/gallery?slide=45&utm_source=1851franchise.com&utm_medium=article&utm_campaign=why-chick-fil-as-unique-drive-thru-approach-may-become-a-new-trend-in-qsr-2711335" target="_blank" rel="nofollow">according to National’s Restaurant News</a>.&nbsp;In response to Chick-fil-A’s success, it wouldn’t be a surprise to see other QSR and fast casual franchisors opting against drive-thru robots in favor of a smiling employee. More often than not, a good customer experience is worth the wait.

Why Chick-fil-A's Unique Drive-Thru Approach May Become a New Trend in QSR

1851 Franchise

Based on a new study, Chick-fil-A’s slow-yet-effective drive-thru technique is a customer favorite. 


why-chick-fil-as-unique-drive-thru-approach-may-become-a-new-trend-in-qsr

Caring Transitions

Caring Transitions: A Recession-Resistant Franchise Opportunity for Entrepreneurs

caring-transitions-a-recession-resistant-franchise-opportunity-for-entrepreneurs

Minuteman Press International

L-R: Bob Titus (CEO), Eric Shank (Catonsville, MD), Bob Heimbuch (RVP), and Nick Titus (President).

Minuteman Press Franchise Owner Eric Shank Recognized at World Expo

minuteman-press-franchise-owner-eric-shank-earns-standing-ovation-at-world-expo-for-growth-in-catonsville-md

Melting Pot

Melting Pot Expands Its Flavor Story With Seasonal Menus and Retail Line

seasonal-menu-retail-innovation

Griswold

How Griswold Honors Veterans Through Care, Employment Opportunities and Franchise Ownership

how-griswold-honors-veterans-through-care-employment-opportunities-and-franchise-ownership

Sola Salons

Photo of exterior of Sola Salons location with brick front and blue sign

Why This Former Silicon Valley Engineer Invested in Sola Salons

silicon-valley-engineer-franchisee

Buying a Franchise Masterclass

 Franchise Opportunities

Get Support Buying a Franchise

How to Buy a Franchise White Paper

How to Buy a Franchise

How to Sell Franchises

How to Grow a Franchise

Find a Franchise Supplier

1851 Franchise Opportunities

Franchisor News

Franchisor Power Rankings

FranCamp Mastermind Summit

Franchise Development Website Builder

Franchise Resources

What ALEC-Laffer's Report Means for Franchising

Website Awards

Power Rankings

About 1851

Advertise on 1851

Contact 1851 Editorial

Terms of Use

1851 Login

GROWTH CLUB LOGIN

facebook

instagram

twitter

linkedin

youtube

Crunch Fitness Franchise - Sixth Street Minority Stake - CR Fitness - 1851 Franchise

Sixth Street Takes Minority Stake in CR Fitness, the Largest Crunch Fitness Franchisee

cr-fitness-crunch-fitness-sixth-street-investment

houses, Why Top Franchises of 2025 Outperform Independent Businesses

Why the Top Franchises of 2025 Outperform Independent Businesses

how-franchises-outperform-independent-business-2025-tech-data

Photo of Happinest Brands teams standing together in front of branded vehicles

Happinest Brands Continues Strong 2025 Trajectory With Major Q3 Growth and Strategic Wins

happinest-brands-q3-franchise-growth

Franchise Owners Step Up To Support Communities During Government Shutdown - 1851 Franchise

Franchise Owners Step Up To Support Communities During Government Shutdown

franchise-community-support-shutdown

Slim Chickens Opens R&D Center at World Headquarters To Drive Menu Innovation

slim-chickens-rd-center-fayetteville

Senior Entrepreneurship - Franchising - 1851 Franchise

Senior Entrepreneurship Is Rising — And Franchising Is a Key Outlet

senior-entrepreneurship-franchising-silver-startups

image of jerome hanway from right at home Las Cruces, New Mexico 1851 franchise franchisee spotlight

Jerome Hanway Is Building His Right at Home Franchise Around His Mission To Serve

Why Chick-fil-A's Unique Drive-Thru Approach May Become a New Trend in QSR

MORE STORIES LIKE THIS