Chick-fil-A Leads in Service Satisfaction (and Wait Occasions)

Chick-fil-A is bringing within the bucks — and slowing down visitors.

The rooster chain introduced in $18.8 billion in U.S. gross sales final yr, marking constant upward development since 2019, in line with the model’s Franchise Disclosure Doc launched earlier this week. However Chick-fil-A additionally ranked final for velocity of service, in line with The 2022 QSR Drive-Thru Report, with the common transaction taking 325.47 seconds (for reference, Taco Bell ranked primary at 221.99 seconds).

However this information could be a little bit deceiving when wanting on the variety of automobiles serviced on the drive-thru. Chick-fil-A had essentially the most automobiles, 5.45 on common, primarily based on information inspecting what number of automobiles have been in entrance of survey respondents earlier than they reached the speaker. McDonald’s got here in second with 3.13. When scaling velocity of service with the common variety of automobiles in line, Chick-fil-A really is available in first with a mean of 107.41 seconds, in line with the report.

The chain additionally got here in at No. 2 for “velocity of service satisfaction,” which measures buyer satisfaction versus wait time, with a score of 93% — handed solely by Arby’s at 96%.

Associated: ‘We have Been An Elite Restaurant’: Chick-fil-A Supervisor Began Providing a Three-Day Workweek. It Now Has 100 P.c Administration Retention.

Nonetheless, Chick-fil-A’s reputation, notably its drive-thrus, has precipitated some native communities to petition for restrictions.

Earlier this yr, the Charlotte Metropolis Council unanimously approved the motion to tear down a Chick-fil-A location and rebuild it as a two-lane drive-thru-only location in response to a petition by clients, citing lengthy wait occasions and disruption to native visitors.

In Florida, a location eradicated its drive-thru operation following a sequence of vehicle-related incidents in 2021. The next yr, a San Diego storefront was virtually declared a public nuisance as a consequence of visitors jams.

Regardless of the drive-thru logistical points, it is nonetheless Gen Z’s favourite chain, in line with Nation’s Restaurant News.

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