Foodservice customers are frustrated with the quality and service of the drive thru experience and they are willing to embrace technology as a solution, according to the Presto Pulse of the Industry study. The survey is designed to understand customer trends and perceptions of restaurant usage, quality of service and receptiveness to automation technology.

When asked about the quality of their drive-thru experience, the vast majority of respondents (77%) felt the situation is the same or worse than last year, with a long wait time (27%) and less friendliness in service (18%) as the biggest issues.

“In many drive-thrus it’s difficult to hear the person taking your order,” said one respondent. “This leads to frustration and inaccurate orders.”

“Use technology to make the order process faster,” said another respondent.

Over 70% of respondents said that automation could help make the drive thru experience more efficient, more enjoyable and could lead to lower menu prices. Customers indicated the most comfort with the use of an artificial intelligence (AI) voice assistant for faster ordering, personalized menus, customized suggestions and order/payment using a smartphone.

Attend the 2022 Chicken Marketing Summit

Automation in the drive thru is just one of the many ways chicken foodservice brands have embraced technology to drive better engagement with the digital consumer. Other technologies include delivery robots, virtual kitchens, ordering kiosks, the metaverse and more.

“It can take some stress off the staff, especially when we’re all in a situation where staffing is definitely tough,” noted Kelley Bailie Fechner, director, customer solutions, Datassential.

Fechner will highlight the technologies and trends ready to shape the future of chicken foodservice in 2022 and beyond at the 2022 Chicken Marketing Summit.

The 2022 Chicken Marketing Summit will be held next week at Chateau Elan in Braselton, Georgia on July 25-27. Serving a unique cross section of the chicken supply chain, Chicken Marketing Summit explores issues and trends in food marketing and consumer chicken consumption patterns and purchasing behavior.

For more information and to attend, visit: