One of the lines that I always remember in Lethal Weapon 2 is when Leo Getz (Joe Pesci) tells Martin Riggs (Mel Gibson) that “They f*** you at the drive through.” It turns out that Pesci was right in his assessment of fast food experiences. According to a new report from QSR Magazine, here’s how often fast food restaurants give customers what they ordered in a drive through.
My take: First of all, congrats to Chick-fil-A which actually came out on top of QSR’s overall analysis. The fast food restaurant made a mistake in less than 1 out of 25 customer orders. The big burger chains, McDonalds, Burger King, and Wendy’s, got it wrong for about 1 in 10 customers while KFC, Checkers, and Popeyes messed up about 1 in 7 orders.
I can’t imagine running any business where 1 out of 10 of my customers (or more) didn’t get what they ordered. That’s terrible! Any company should, at a minimum, consistently give customers what they pay for. It doesn’t take any customer research to realize that this is an incredibly important (and broken) moment of truth.
The bottom line: Check what’s in your bag before you drive away.