Has the pandemic changed consumer behavior permanently? When asked how they anticipate their ordering habits to change because of the pandemic, consumers seem to expect at least some level of change from how they did things before the crisis. (The below figures represent percentage of study respondents.)
| ordering habits | overall | genz | millennials | genx | boomers |
| Not sure | 13 | 7 | 11 | 11 | 16 |
| Will be significantly different compared to before the pandemic | 21 | 17 | 15 | 21 | 25 |
| Will be somewhat altered compared to before the pandemic | 46 | 59 | 47 | 50 | 41 |
| Return to normal, same as before the pandemic | 20 | 17 | 27 | 17 | 18 |
2020 QSR drive-thru performance study Methodology
The FoodserviceResults team conducted a comprehensive, nationally representative survey of drive-thru consumers in the U.S. using an online survey sample. Participants in the research were screened for frequency of use as well as numerous demographic characteristics in order to ensure that the respondent base was reflective of the U.S. drive-thru market.
Leveraging insights from numerous industry experts, the finalized survey was completed among 1,007 drive-thru consumers during fieldwork. To ensure a relevant respondent base was achieved, all participants were screened to include those who had at least one drive-thru occasion in the last 30 days. An extensive cross tabulation of the respondent sample data was conducted in order to identify major trends, demographic/behavioral themes, and other nuances in the data.
