The 2007 Quick Serve Restaurant Performance Study

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Order Accuracy Ranking
The objective of the order accuracy measurement was to determine which chains were most accurate.  During each visit, the researcher ordered a main item, a side item and a drink.  One special request was made for each order.  For example, a field researcher could order a Whopper with no pickles at Burger King, and then a taco combo with a request for hot sauce packets at Taco John’s.  After receiving the order, all food and drink items were checked for complete accuracy.  Any food or drink item received that was not exactly as ordered was listed as inaccurate.  Similarly, orders were considered inaccurate if a requested condiment was not received, if the order failed to contain at least one napkin or one straw, or if the cashier gave incorrect change. Any order that contained one or more inaccuracies was listed as inaccurate. Each chain was ranked, based on its percentage of accurate orders.

The  following chart represents the ranking based on order accuracy of the restaurant chains included in this study.  Chick-Fil-A and Krystal lead the industry in this category with 95.17% and 94.63% accuracy ratings respectively.  A&W ranks the lowest in this study with 80.28% accuracy in the locations tested.
RANK RESTAURANT CHAIN PASSING PERCENT
1 Chick-Fil-A 95.17%
2 Krystal 94.63%
3 Bojangles 93.89%
4 El Pollo Loco 93.08%
5 Burger King 92.26%
6 Hardee's 91.67%
7 Del Taco 91.45%
8 Whataburger 90.86%
9 Checker's 90.50%
10 McDonald's 90.37%
11 Taco John's 90.34%
12 Rally's 90.07%
13 Taco Bell 89.80%
14 Wendy's 89.51%
15 Carl's Jr. 89.25%
16 Dairy Queen 89.12%
17 Jack in the Box 88.35%
18 Church's Chicken 87.39%
19 Arby's 87.38%
20 Captain D's 86.29%
21 Long John Silver's 86.28%
22 White Castle 86.16%
23 KFC 86.05%
24 Popeye's Chicken 84.55%
25 A&W 80.28%
National Average 89.33%

 


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