Drive-thru order accuracy has always been a priority for operations, and for good reason; a wrong order can ruin the person’s entire meal, or even day. Are other off-premises solutions any better at providing an accurate experience? Here’s what consumers have to say. (The below figures represent percentage of study respondents.)
| ordering method | almost always accurate | occasional mistakes | frequently inaccurate | not applicable |
| Third-party delivery | 29 | 25 | 6 | 41 |
| Curbside pickup | 46 | 26 | 5 | 23 |
| Direct delivery | 47 | 24 | 4 | 25 |
| Quick-serve drive thru | 49 | 42 | 9 | 1 |
| Fast-casual drive thru | 50 | 31 | 5 | 14 |
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.
