Speed of Service: How Much Does It Really Matter?

Foodable WebTV Network | Photo Credit: Bloomberg Businessweek

Foodable WebTV Network | Photo Credit: Bloomberg Businessweek

Does speed of service dictate the quality of a customer’s experience? We couldn’t help but ponder this amidst all the recent flack Panera has gotten for allegedly being “too slow” for fast casual success. Through past research, we actually found that Millennials and Boomers are willing to wait longer for a meal if it equates to better quality. If customers are complaining so much, does this mean that Panera has declined in food quality, as well? It’s likely, along with other factors, such as a complex menu.

A recently conducted study by Insula Research, which focused on drive-thru performance, found some interesting speed of service trends. Of the six benchmark brands observed– including BK, Chick-fil-A, Krystal, McD’s, Taco Bell, and Wendy’s – Burger King was the only brand with an improved speed of service over the past year. Experts say this could be caused by a few different factors, most of which actually add to the overall experience. Read More