News | September 30, 2008

QSR Magazine Names America's Best Drive-Thru

DURHAM, N.C.--(BUSINESS WIRE)--QSR magazine, a business-to-business publication for food service executives and operators, has released the results of the 2008 Quick-Service Drive-Thru Performance Study. Produced and conducted by Insula Research, the annual study seeks to identify quick-service restaurants that perform best in several areas of drive-thru service.

Chick-fil-A took top honors for the fifth time in the study's history and was named by the magazine as America's Best Drive-Thru 2008. The Atlanta-based restaurant chain placed first in two of the four categories covered in the study. "Chick-fil-A remains a perennial leader in drive-thru service for one reason—a focus on the basics," said Sherri Daye Scott, editor of QSR. "No bells and whistles, no out-of-the box training systems. Just a strategy focused on getting the right order to the right car in a timely and friendly manner."

McDonald's, Wendy's, Burger King, and Del Taco rounded out the top 5 overall performers.

Categories considered in the rankings include speed of service, order accuracy, menuboard appearance, and speaker clarity. Wendy's clocked the fastest overall service speed at 131.08 seconds, Krystal was judged to have the best menuboard appearance, and Chick-fil-A was the most accurate in fulfilling orders and also had the clearest speakers.

Full rankings from the study are available online at In addition to the rankings, QSR is accepting registrations for an upcoming webinar covering the study results. Data packages from the study are also available online.

Data for the study was collected by Insula Research from April–July 2008. Restaurants were visited between the lunch hours of 11 a.m. and 2:30 p.m. and between the dinner hours of 4 p.m. and 7 p.m. Each location was visited a maximum of two times—once during the lunch period and once during the dinner period. A total of 11,519 service times were collected, and a total of 5,821 orders were reviewed for accuracy. The 2008 study includes assessments from 25 quick-service restaurant chains, and information was collected in all 50 states.

QSR Magazine

QSR magazine and its web site are the leading sources of news and information about the limited-service restaurant industry. For more than 10 years, QSR has defined this market, which includes traditional fast food, fast casual dining, coffee, snacks, full service takeaway, concessions, convenience stores, and related segments of the food service industry. It is the magazine's brand mission to report and analyze current trends in the restaurant industry, work to enhance the positive impact of diversity on this market, and improve the industry as a whole.

Insula Research

Insula Research creates and conducts strategic and comprehensive multi-site audits nationwide to Fortune 500 companies and others. It also provides mystery shopping and a variety of ancillary research services. The company's diverse industry expertise includes quick-serve and casual restaurant chains, retailers, financial institutions, petroleum, convenience stores, technology companies, and more.

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