Business
Dutch Bros and Chick-fil-A Lead in Satisfaction, Taco Bell Dominates Speed, and Raising Cane's Excels in Food Quality in Intouch Insight's 25th Annual Drive-Thru Study
Intouch Insight, a leader in customer experience solutions, today announced the release of its 25th Annual Drive-Thru Study, in partnership with QSR® Magazine. This milestone edition looked at 13 leading QSR brands, including McDonald's, Chick-fil-A, Burger King, Wendy's, Taco Bell, KFC, Raising Cane's, Popeyes, Dutch Bros, Tim Hortons, Starbucks, Dunkin', and Arby's.
About this update from Dutch Bros Inc.
OTTAWA, ON , Oct. 1, 2025 /PRNewswire/ -- Intouch Insight , a leader in customer experience solutions, today announced the release of its 25th Annual Drive-Thru Study, in partnership with QSR ® Magazine. This milestone edition looked at 13 leading QSR brands, including McDonald's, Chick-fil-A, Burger King, Wendy's, Taco Bell, KFC, Raising Cane's, Popeyes, Dutch Bros, Tim Hortons, Starbucks, Dunkin', and Arby's. "This year's results show both the challenges and opportunities in today's drive-thru," said Sarah Beckett, Vice President of Sales and Marketing at Intouch Insight. "The drive-thru is no longer just about speed. It has evolved into a digital fulfillment hub where each transaction is more complex. So the question is no longer just 'How do we get faster?' but now, 'How can we design our drive-thru workflows and leverage technology to optimize for this new reality, while still maintaining efficiency for the customer queue?" Key Findings from the 25th Annual Study: Top Segment Performers For each segment (Classic, Chicken, and Beverage), the following brands came out on top across our key drive-thru metrics: "This year's study paints a detailed picture of an industry at a crossroads," says Beckett. "We've seen a lot of brands invest in speed and technology, but the data is clear: the human element is a more powerful KPI than ever. The brands that are winning are the ones that understand this balance, using technology to streamline operations while empowering their teams to deliver a friendly, accurate, and memorable customer experience." To download the full study, visit: https://www.intouchinsight.com/resources/studies/drive-thru/ The study was completed across the U.S. between June and July 2025. Shops took place at different times of day and on different days of the week to give the most balanced picture of how drive-thrus perform in real-world conditions. About Intouch Insight Intouch Insight helps multi-location brands achieve operational excellence and exceed customer expectations through powerful CX, operational excellence, and mystery shopping solutions. With more than 40 years of experience, Intouch Insight supports over 300 of the world's most beloved brands. View original content to download multimedia: https://www.prnewswire.com/news-releases/dutch-bros-and-chick-fil-a-lead-in-satisfaction-taco-bell-dominates-speed-and-raising-canes-excels-in-food-quality-in-intouch-insights-25th-annual-drive-thru-study-302571654.html