In the drive-thru arena, Starbucks was a clear winner at a wait time of 2:51. According to an annual assessment by Rakuten Ready in its “2020 Time Study”, order-head pickup efficiency has become increasingly important in today’s time-starved and pandemic-concerned world.
The health crisis has elevated the interaction between restaurants and their customers. First, by and large, consumers are expecting restaurants to adopt safety measures, including the distancing of tables and restricting the number of diners. In September, a growing number of consumers wanted these measures in place, indicating there was a greater penchant for practices that safeguard customers and staff.
According to an annual assessment by Rakuten Ready in its “2020 Time Study”, order-head pickup efficiency has become increasingly important in today’s time-starved and pandemic-concerned world. While the results were a bit surprising this year, QSR was the only segment that maintained top time ratings. The study examines the wait times among several restaurant chains juxtaposed against customer satisfaction scores. This year, Rakuten Ready added a new casual-dining segment for assessment and evaluation.
