Wendy's is often credited with pioneering drive-thru ordering, but the burger chain's drive-thru accuracy and customer satisfaction scores lagged behind its rivals this year, according to a new study
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Wendy's relatively low customer satisfaction scores are likely contributing to its recent performance, Evercore ISI analyst David Palmer wrote in a research note. In its second quarter, the burger chain reported U.S. same-store sales growth of 2.3%, falling short of expectations.For the third year in a row, Chick-fil-A had the fastest time when accounting for the number of cars in line, while McDonald's took second place. But Chick-fil-A also had the longest lines, with an average of 4.
Wendy's drive-thru speed has deteriorated the most among the chains surveyed. It had an average service time of 4 minutes and 35 seconds, which was 20% longer than in 2019, according to independent analysis by Evercore's Palmer. Other chains nearly maintained their pre-pandemic speed of service.
Chick-fil-A also took first place for other metrics. Its employees were ranked the most friendly, and it tied with Taco Bell as the chain with the best food quality, meaning the food tasted as expected. Chick-fil-A's drive-thru lanes and reputation for customer service have helped fuel the chicken chain's sales growth in recent years, despite controversy over donations to anti-LGBTQ groups. In 2018, it became the third-largest restaurant chain in the U.S. by sales, trailing just McDonald's and Starbucks. The privately held chain reported $16.67 billion system-wide sales for 2021, according to franchise disclosure documents.
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