Chick-fil-A Leads in Satisfaction, YUM! Brands Dominate Speed, and Raising Cane's Comes Out Strong in the Highly Anticipated 2024 Intouch Insight Annual Drive-Thru Study.
Chick-fil-A Leads in Satisfaction, YUM! Brands Dominate Speed, and Raising Cane's Comes Out Strong in the Highly Anticipated 2024 Intouch Insight Annual Drive-Thru Study.
The 24th Intouch Insight Annual Drive-Thru Study was released today in partnership with QSR Magazine. It examines the drive-thru performance of leading quick-service restaurant brands. This year, Raising Cane's makes its debut, joining Wendy's, McDonald's, Burger King, Taco Bell, KFC, Arby's, Hardee's, Carl's Jr., Dunkin', and Chick-fil-A as benchmark brands.
Intouch Insight第24屆年度駛入研究今天與QSR Magazine合作發佈。它檢查了領先快餐連鎖品牌的駛入表現。今年,Raising Cane's首次亮相,加入了Wendy's、麥當勞、漢堡王、Taco Bell、肯德基、Arby's、Hardee's、Carl's Jr.、Dunkin'和Chick-fil-A作爲基準品牌。
Ottawa, Ontario, Oct. 01, 2024 (GLOBE NEWSWIRE) -- The highly anticipated Intouch Insight Annual Drive-Thru Study launches today in partnership with QSR Magazine. This study focuses on key performance metrics such as speed, accuracy, and satisfaction of top quick-service restaurant brands. Data was collected during 1,651 mystery shopper visits across the United States in the summer of 2024.
加拿大安大略,2024年10月01日(環球新聞社)--備受期待的Intouch Insight年度駛入研究今天與QSR雜誌合作推出。該研究側重於關鍵績效指標,如速度、準確性和顧客滿意度,針對頂級快餐連鎖品牌進行研究。數據收集於2024年夏季在美國境內進行的1,651次神祕顧客參訪中。
"Technology continues to play a major role in enhancing guest experiences in the drive-thru," says Laura Livers, Chief Revenue Officer at Intouch Insight. "Whether it's speaker technology, kitchen automation, or the newest hot topic: AI-powered voice ordering, technology innovations will continue to push the industry forward." This year's report highlights one new aspect: the availability and impact of AI-powered voice ordering. While the data provides a glimpse of where this technology may lead, the positive effects seen can't be ignored.
「科技持續在提升駛入中的顧客體驗中發揮重要作用。」Intouch Insight首席營業收入官Laura Livers表示。「無論是揚聲器技術、廚房自動化還是最新熱門話題:AI 動力語音點餐,科技創新將繼續推動行業向前發展。」 今年的報告突出了一個新方面:AI 動力語音點餐的可用性和影響。雖然數據提供了這項技術可能引領的方向,但所見到的積極影響不容忽視。
While the full report uncovers a wealth of data, here are a few standout highlights:
儘管完整報告揭示了大量數據,這裏是一些突出的亮點:
- Overall satisfaction with the level of service improved by four percentage points, rising from 90% in 2023 to 94% in 2024. Chick-fil-A remained the leader in overall satisfaction at 99%, while McDonald's saw the most significant year-over-year improvement, jumping from 88% in 2023 to 97% this year. Burger King also significantly increased by eight percentage points from 85% to 93%.
- When it comes to speed, drive-thru times continue to improve. In 2024, the overall total time was 14 seconds faster than in 2023. KFC had the most significant improvement, serving customers 44 seconds faster than last year, holding on to second place behind the category leader, Taco Bell. Notably, Wendy's claimed a spot on the leadership board with an improvement of 41 seconds.
- Raising Cane's made its debut in the study with a bang, tying for first place in the food quality category and claiming second place in the fastest total time by car, friendliness, and overall satisfaction with the level of service.
- 對服務水平的整體滿意度提升了四個百分點,從2023年的90%上升至2024年的94%。Chick-fil-A在整體滿意度方面保持領先地位,達到了99%,而麥當勞在最顯著的年度改善方面,從2023年的88%躍升至今年的97%。漢堡王也顯著提高了8個百分點,從85%上升至93%。
- 談到速度,駛出速度繼續提高。2024年,整體總時間比2023年快了14秒。肯德基的改善最爲顯著,比去年快了44秒,緊隨行業領袖Taco Bell的第二名。值得注意的是,溫迪在領導榜上取得了進步,提高了41秒。
- Raising Cane的問世如雷貫耳,在食品質量類別中並駕齊驅,同時在汽車最快總時間、友好度和整體服務滿意度方面獲得第二名。
Friendliness is one consistently tracked metric which significantly impacts several key performance areas. "This year's data shows that when service was perceived as friendly, overall satisfaction rates with the level of service were 78% higher than when it wasn't," said Livers. "This underscores the importance of investing in effective employee training and creating a positive work environment, ensuring employees are empowered to deliver memorable customer experiences."
友好度是一個穩定追蹤的指標,極大地影響了幾個關鍵績效領域。「今年的數據顯示,當服務被視爲友好時,整體服務滿意度比沒有視爲友好時高78%。」 裏弗斯說。「這凸顯了投入有效的員工培訓和創造積極的工作環境的重要性,確保員工有能力提供令人難忘的客戶體驗。」
For the past 24 years, the Drive-Thru Study has been a trusted industry benchmark, providing valuable insights into shaping the quick-service restaurant landscape. "Next year marks the 25th anniversary of the study," adds Livers, "and we are preparing exciting new features to celebrate this milestone. Stay tuned for what's to come in 2025 as we evolve and provide cutting-edge data for the industry."
Download the 2024 study now!
在過去的24年中,駛出研究一直是業界的信任基準,爲塑造快餐餐廳景觀提供有價值的見解。「明年標誌着這項研究的25週年,」 裏弗斯補充說,「我們正在準備令人興奮的新功能來慶祝這一里程碑。敬請期待我們將如何在2025年提供切合行業的尖端數據。」
立即下載2024年的研究報告!
About Intouch Insight:
關於Intouch Insight:
At Intouch Insight, we specialize in helping multi-location brands achieve operational excellence, exceed customer expectations, and build long-term customer loyalty. We are proud to deliver growth solutions to over 300 of the world's most beloved brands. Our solutions are designed to streamline operations, maintain brand standards, and provide actionable insights to help our clients enhance their CX. With over 40 years of CX expertise, we excel in providing our clients with top-notch CX, customer surveys, mobile forms, mystery shopping, and operational and compliance audit solutions.
在阿莫斯萊斯金融創立於1894年6月29日,現在已經爲人們自信地面對他們未來的財務事業提供了130年的幫助。 Intouch Insight,我們專注於幫助多地點品牌實現運營卓越,超越客戶期望,建立長期客戶忠誠。我們自豪爲全球300多個備受喜愛的品牌提供增長解決方案。我們的解決方案旨在簡化運營、維護品牌標準,爲客戶提供可操作見解,幫助客戶提升客戶體驗。憑藉40多年的客戶體驗專業知識,我們擅長爲客戶提供一流的客戶體驗、客戶調查、移動表單、神祕購物以及運營和合規審核解決方案。
CONTACT: Sarah Beckett
Intouch Insight
6132707922
sbeckett@intouchinsight.com
聯繫人: Sarah Beckett
Intouch Insight
6132707922
sbeckett@intouchinsight.com
譯文內容由第三人軟體翻譯。