A quick service restaurant drive-thru is where a customer can place their order, pay and be served all while remaining in their vehicle. This typically takes place through order confirmation boards and windows, allowing for speedier customer service. As of August 2019, employees at Hardee's drive-thrus said "thank you" to customers 84.3 percent of the time, while only 37.3 percent of employees said "please".
Employee attributes when serving customers at Hardee's drive-thrus in the United States as of August 2019
the study included 10 chains and data from 1,503 visits
Method of interview
Face-to-face interview
Supplementary notes
Upon each visit, a data collection researcher surveyed the drive-thru lane and then entered the line as any other customer. Each order placed by our researchers consisted of one main item, one side item, and one beverage. A minor special request was also made with each order, such as beverage with no ice. Although two different speed-of-service times were recorded for each visit (one for the researchers' order/experience and another from a randomly selected vehicle), all tables within this feature are related to the researchers' own vehicle and experience only, as this was the controlled order. Service time was defined as the time from stopping at the order station to receipt of all items (including change). Additional data collected by each researcher included but was not limited to: order accuracy, drive-thru and exterior appearance, speaker clarity, and customer service. All purchases were made using cash so as not to influence timing.
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QSR magazine. (October 1, 2019). Employee attributes when serving customers at Hardee's drive-thrus in the United States as of August 2019 [Graph]. In Statista. Retrieved December 30, 2024, from https://www.statista.com/statistics/1066553/hardee-s-drive-thrus-service-attributes/
QSR magazine. "Employee attributes when serving customers at Hardee's drive-thrus in the United States as of August 2019." Chart. October 1, 2019. Statista. Accessed December 30, 2024. https://www.statista.com/statistics/1066553/hardee-s-drive-thrus-service-attributes/
QSR magazine. (2019). Employee attributes when serving customers at Hardee's drive-thrus in the United States as of August 2019. Statista. Statista Inc.. Accessed: December 30, 2024. https://www.statista.com/statistics/1066553/hardee-s-drive-thrus-service-attributes/
QSR magazine. "Employee Attributes When Serving Customers at Hardee's Drive-thrus in The United States as of August 2019." Statista, Statista Inc., 1 Oct 2019, https://www.statista.com/statistics/1066553/hardee-s-drive-thrus-service-attributes/
QSR magazine, Employee attributes when serving customers at Hardee's drive-thrus in the United States as of August 2019 Statista, https://www.statista.com/statistics/1066553/hardee-s-drive-thrus-service-attributes/ (last visited December 30, 2024)
Employee attributes when serving customers at Hardee's drive-thrus in the United States as of August 2019 [Graph], QSR magazine, October 1, 2019. [Online]. Available: https://www.statista.com/statistics/1066553/hardee-s-drive-thrus-service-attributes/
