Burger King unveiled a new restaurant design to meet consumer habits changed by Covid-19
Then, there’s the multi-lane drive-thru and pickup areas. Chains have to find a way to keep heavy off-premise volumes flowing smoothly and expanding lanes is a sure-fire way to do just that. using the channel more in 2019 versus 2018. Credit consumers’ time-pressed schedules for this growth. The crisis grinded those schedules to a halt, however the drive-thru remained critical–table stakes, really–as dining room closures forced the need for restaurants to serve their food off-premise.
In a statement, Taco Bell COO Mike Grams said demand for the drive-thru is at an all-time high, adding, “we know adapting to meet our consumers’ rapidly changing needs has never been more important.” No doubt one of the biggest industry narratives that has emerged from the pandemic is the swift growth of digital orders facilitating off-premise business, whether that business comes from the drive-thru, delivery or carryout.
And why wouldn’t it? Over 85% of order ahead for pickup customers plan to continue using the service post-Covid-19, according to Rakuten Ready. McKinsey & Company research shows that most categories have seen more than 10% growth in their online customer base during the crisis and many say they plan to continue digital habits after brick-and-mortar business returns. That includes curbside pickup, delivery and drive-thru.
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