Restaurant Scorecard: Drive-Thru Edition - WMC Action News 5 - Memphis, Tennessee

Reported by Bill Lunn

Restaurant Scorecard: Drive-Thru Edition

MEMPHIS, TN (WMC-TV) - Sometimes a fast food drive-thru is the easiest option, whether you're taking a lunch break on a fast dash from home.

So why is something that's supposed to be easy sometimes so hard?

Whether it's the wrong order, or bad service, it seems like when you need fast food fast, it never happens, and everyone has a story to tell.

"They act ugly when you're going through the drive-thru, like they hate being there," customer Kathy Poe told Restaurant Scorecard.  "We'll, that's  your job.  Get another job if you don't like it."

"You either don't get what you want, or they're slower than Christmas," customer Mike Walked added. "I try my very best not to go to a drive-out."

All legitimate complaints, but when it goes bad - it can really go bad.  Watch this clip from YouTube.  In the clip, a Memphis woman, unhappy with her order, lets lose on the drive-thru attendant.  As if the back-and-forth in the car wasn't enough, the woman gets out and walks up to the window!

That's probably never happened to you, but knowing who's best and worst can help.  According to Quick Service Restaurant Magazine, the worst drive-thrus are Popeye's, Dairy Queen, Captain D's, Church's Chicken, and Rally's.

Restaurant Scorecard put worst-ranked Popeye's to the test.  Though we received our order in 3 minutes and 40 seconds, they forgot and order of hot peppers and an order of mashed potatoes.

When we called  called Popeye's Corporation about their last place drive-through ranking, a spokesperson said, "We are aware of the ranking. We need improvement in that area.  We are constantly working to improve in that area."

So who gets it right?  Chick-Fil-A is the top ranked drive through, followed by McDonald's, Burger King, Wendy's and Krystal.

 

Service Time

Order Acccuracy

Speaker Clarity

Menuboard Appearance

Combined Score

Score

Score

Score

Score

Chick-fil-A

7.2

10.0

2.5

2.2

21.9

McDonald's

8.4

8.0

2.1

1.6

20.1

Burger King

9.2

7.2

1.5

2.0

19.9

Wendy's

10.0

5.6

2.2

1.5

19.3

Del Taco

5.2

9.2

2.3

2.1

18.8

Krystal

3.6

8.4

2.4

2.5

16.9

Taco Bell

8.8

5.2

1.4

1.2

16.6

Carl's Jr

4.8

7.6

2.0

1.1

15.5

Jack in the Box

5.6

8.8

0.5

0.6

15.5

Checkers

8.0

4.4

1.1

1.4

14.9

Bojangles'

9.6

1.2

1.6

2.4

14.8

Arby's

7.6

4.8

0.8

1.3

14.5

KFC

6.4

6.8

0.9

0.4

14.5

El Pollo Loco

4.0

6.4

1.7

1.8

13.9

Culvers

0.4

9.6

1.3

1.7

13.0

Long John Silver's

6.0

2.8

1.2

0.5

10.5

Hardee's

2.4

6.0

0.7

1.0

10.1

Rally's

4.4

3.2

0.4

0.9

8.9

White Castle

1.2

4.0

0.6

2.3

8.1

Church's

6.8

0.4

0.2

0.3

7.7

A&W

1.6

2.4

1.9

0.7

6.6

Whataburger

2.8

1.6

0.3

1.9

6.6

Captain D's

0.8

3.6

1.8

0.2

6.4

Dairy Queen

2.0

2.0

1.0

0.8

5.8

Popeyes

3.2

0.8

0.1

0.1

4.2


Courtesy QSRMagazine.com

Local Chick-Fil-A operator Scott Malone says the secret to a good drive through is people.

"I think it takes a person to work at drive thru that has several skills," Malone said. "You have to be able to do multiple things at once.  Obviously friendly is probably the biggest part of that.  Even if you're a little slower, but the transaction was very friendly, customers will appreciate that."

Friendly?  Yes, that's a good thing.  And please, get our order's right!


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