Service attributes at KFC drive-thrus U.S. 2019

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 KFC drive-thrus said "thank you" to customers 86.1 percent of the time, while only 38.8 percent of employees said "please".

Employee attributes when serving customers at KFC drive-thrus in the United States as of August 2019

Characteristic	Share of drive-thrus expressing the attribute
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Release date

October 2019

More information

Region

United States

Survey time period

between June 1 and August 1, 2019

Special properties

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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