What factors could contribute to a customer's perception of slow service at a drive-thru?

Several factors could contribute to a customer's perception of slow service at a drive-thru. These include the actual waiting time before they can place their order, the time it takes to prepare and deliver the order, and the efficiency of the service staff. The customer's perception can also be influenced by their comparison of your service speed with that of your competitors. If your service is slower, even if it's actually fast, it might be perceived as slow. Other factors could include the number of drive-thru lanes available, the efficiency of the kitchen operations, and the clarity of the ordering process.

Question was asked on:

You could measure the customer's initial wait at the drive-thru before they order, as well as how long the overall process takes. Then do the same for the in-store experience. You could then conduct a competitive landscape analysis to compare your results. You may find that even though your service is fast, it feels far slower than competitors when compared. With this discovery, you might need to improve kitchen efficiency or add more drive-thru lanes.

Asked on the following presentation:

Bain's Management Toolkit (Part 2)

Learn from one of the world’s top consulting firms and use its strategies to bring success to your organization. This Bain’s Management Toolkit collec...

download

Download 5 out of 15 slides