{"id":2205,"date":"2020-12-23T02:49:37","date_gmt":"2020-12-23T02:49:37","guid":{"rendered":"http:\/\/thepongroup.com\/delphi\/?p=2205"},"modified":"2020-12-23T02:49:37","modified_gmt":"2020-12-23T02:49:37","slug":"drive-thru-times-and-customer-satisfaction","status":"publish","type":"post","link":"http:\/\/thepongroup.com\/delphi\/drive-thru-times-and-customer-satisfaction\/","title":{"rendered":"DRIVE-THRU TIMES AND CUSTOMER SATISFACTION"},"content":{"rendered":"<p>Drive thrus were invented as a\u00a0<em>customer<\/em>\u00a0<em>convenience<\/em>\u00a0feature. Customers want things done\u00a0<strong>quickly,<\/strong>\u00a0<strong>efficiently<\/strong>\u00a0and with\u00a0<strong>minimum hassle<\/strong>. We have drive thru wedding chapels, drive thru banks, drive thru liquor stores, drive thru pharmacies and drive thru dry cleaners.\u00a0<strong>Any<\/strong>\u00a0service that can be brought to the customer without making them get out of the car has probably been thought of and tried. It\u2019s a uniquely American phenomenon.<\/p>\n<p>Americans like being served fast. So how fast is \u201cfast\u201d? Studies have shown that customers like quick, efficient service but there is a point where service becomes\u00a0<strong>too<\/strong>\u00a0quick and too impersonal. The drive thru that focuses\u00a0<strong>only<\/strong>\u00a0on time may be short cutting that tiny bit of\u00a0<strong>personalization<\/strong>\u00a0the customer is looking for. Make your service\u00a0<strong>too fast<\/strong>\u00a0and customers don\u2019t like it, service\u00a0<strong>too<\/strong>\u00a0<strong>slow<\/strong>\u00a0and the customer doesn\u2019t like that either. How do drive-thru businesses find\u00a0<strong>just the right<\/strong> service time and then add that small personal touch that doesn\u2019t make the customer feel like they\u2019re crossing the finish line at a NASCAR race?<\/p>\n<p>QSR Magazine publishes a drive thru study\u00a0<strong>each year<\/strong>\u00a0that talks about nearly\u00a0<strong>every<\/strong>\u00a0facet of the drive thru. The research study compiled measures changes and catches trends. The study shows there are\u00a0<strong>two<\/strong>\u00a0primary things the customer focuses on. First is\u00a0<strong>speed of service<\/strong>\u00a0and second is the\u00a0<strong>accuracy of the order<\/strong>. Unfortunately these two factors seem to have an inverse relationship. Drive thru\u2019s focusing on\u00a0<strong>speed<\/strong>\u00a0sometimes make mistakes creating\u00a0<strong>inaccurate<\/strong>\u00a0delivery of the order. This is especially frustrating to the drive-thru customer who is likely long gone when they discover the inaccuracy and there is no way to correct it. Drive thru\u2019s focusing mostly on\u00a0<strong>order accuracy<\/strong>\u00a0sometimes slow service to the point where customers ask themselves why they didn\u2019t just get out of their car and walk in. Throw in the complexity of changing menus at QSR\u2019s and team members trying to up-sell customers at the drive thru and you have\u00a0<strong>so<\/strong>\u00a0many factors influencing customer satisfaction at the drive thru its nearly\u00a0<strong>impossible<\/strong> to know if you\u2019re doing it right.<\/p>\n<p>Solutions are like new products, everyone has one. So how do\u00a0<strong>consistently<\/strong>\u00a0great drive thru operators hit the\u00a0<strong>sweet<\/strong>\u00a0<strong>spot<\/strong>\u00a0between fast service, order accuracy and offering that little touch of service as the car pulls out? Many use a<strong>\u00a0timer system\u00a0<\/strong>to do just that. Timers, by their very nature, focus on service times at the drive thru. Yet when mixed with\u00a0<strong>other<\/strong>\u00a0data, these new sophisticated drive thru timers can provide the operator with some\u00a0<strong>very rich information\u00a0<\/strong>that helps them hit that fast service, highly accurate, personal touch transaction every time. Of course you must first have a timer system that delivers that kind of analytics package. Not all timers do that.<\/p>\n<p>Delphi\u2019s Fast Track\u00ae\u00a0timing system provides the user with a\u00a0<strong>great<\/strong>\u00a0software package that allows the\u00a0<strong>entire<\/strong>\u00a0drive thru team to view their metrics on an\u00a0<strong>amazingly<\/strong>\u00a0<strong>clear<\/strong>\u00a0<strong>display.<\/strong>\u00a0The store manager or franchise owner can access their drive-thru data from the internet and even compare store performance if more than one store is included in the system. Combined with the metrics of Delphi\u2019s Order Confirmation Display operators have a\u00a0<strong>sophisticated<\/strong>\u00a0tool that provides all they need to manage speed of service and order accuracy.<\/p>\n<p>The power of drive thru metrics from a Fast Track\u00ae\u00a0timer system matched with order accuracy and a smile when the customer pulls away creates a\u00a0<strong>great<\/strong>\u00a0guest experience and a return visit.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Drive thrus were invented as a\u00a0customer\u00a0convenience\u00a0feature. Customers want things done\u00a0quickly,\u00a0efficiently\u00a0and with\u00a0minimum hassle. We have drive thru wedding chapels, drive thru banks, drive thru liquor stores, drive thru pharmacies and drive thru dry cleaners.\u00a0Any\u00a0service that can be brought to the customer without making them get out of the car has probably been thought of and tried. It\u2019s a uniquely American phenomenon. Americans like being served fast. So how fast is \u201cfast\u201d? Studies have shown that customers like quick, efficient service but [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/posts\/2205"}],"collection":[{"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/comments?post=2205"}],"version-history":[{"count":1,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/posts\/2205\/revisions"}],"predecessor-version":[{"id":2206,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/posts\/2205\/revisions\/2206"}],"wp:attachment":[{"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/media?parent=2205"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/categories?post=2205"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/thepongroup.com\/delphi\/wp-json\/wp\/v2\/tags?post=2205"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}