[et_pb_section fb_built=”1″ _builder_version=”4.25.0″ _module_preset=”default” use_background_color_gradient=”on” background_color_gradient_direction=”90deg” background_color_gradient_stops=”#000000 0%|rgba(0,0,0,0) 100%” background_color_gradient_overlays_image=”on” background_image=”https:\/\/us.moodmedia.com\/wp-content\/uploads\/2024\/08\/appetite-innovation-hero.webp” global_colors_info=”{}”][et_pb_row column_structure=”3_5,2_5″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”3_5″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” background_layout=”dark” global_colors_info=”{}”]<\/p>\n
Americans LOVE<\/a> drive-thrus. They’re ingrained in the fabric of our food culture, reflecting our fast-paced lifestyles, sprawling suburban landscapes and desire for instant gratification.<\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”2_5″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_button button_url=”#contact” button_text=”Connect With Us” button_alignment=”right” button_alignment_tablet=”left” button_alignment_phone=”left” button_alignment_last_edited=”on|desktop” module_class=”mbutton” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”2_3,1_3″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”2_3″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Since 2019, drive-thru sales have surged by 30%<\/a>, now accounting for two-thirds of all fast-food purchases. Drive-thru popularity spans generations, from Baby Boomers who witnessed its rise alongside the interstate highway system to Gen Z, who view it as an essential part of their digital-first world. It’s where busy parents grab dinner on the way home from work, teenagers hang out on Friday nights and roadtrippers fuel up for their journey.<\/p>\n Though the future of drive-thrus seems secure, they must evolve to meet changing expectations. Modern diners demand experiences that are faster, more personalized, sustainable and seamlessly integrated with their digital lives. This evolution requires a delicate balance between cutting-edge drive-thru equipment and the human touch that has always been at the heart of the restaurant industry.<\/p>\n As drive-thrus race towards a future of voice-activated ordering, AI-powered recommendations and automated service, they must not lose sight of the personal connections that keep customers coming back. The challenge lies in leveraging technology to enhance (not replace) human interaction.<\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” background_color=”#eeeeee” custom_padding=”25px|25px|25px|25px|false|false” border_radii=”on|10px|10px|10px|10px” global_colors_info=”{}”]In This Article<\/b><\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row module_id=”understanding” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Today’s drive-thru patrons have three key priorities: accuracy (67%), speed (61%) and personalization (33%)<\/a>. However, these expectations often clash with common pain points like long wait times, inaccurate orders and difficulty communicating through outdated speaker systems. Customers also lament the lack of real-time menu updates, leading to disappointment when desired items are unavailable.<\/p>\n Equipment plays a major role in the solution to these challenges, yet its implementation must be thoughtful. While customers appreciate the efficiency of tech-driven solutions<\/a>, they also crave human interaction. Recent studies highlight this disparity, revealing that 59% of customers<\/a> feel businesses have become overly automated at the expense of personal touch. About 33% cite the absence of human contact as a major frustration in modern customer service, with 75% preferring to interact with a real person rather than an automated system.<\/p>\n These numbers underscore the importance of blending technological advancements with genuine human engagement to create a satisfying drive-thru experience.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ module_id=”reimagining” _builder_version=”4.25.0″ _module_preset=”default” background_color=”#eeeeee” global_colors_info=”{}”][et_pb_row column_structure=”2_5,3_5″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”2_5″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” header_2_font_size=”42px” header_2_line_height=”1.1em” header_2_font_size_tablet=”30px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n So, where is the balance between high-tech efficiency and high-touch service? The answer lies in reimagining every aspect of the drive-thru experience, starting with a comprehensive assessment of the customer journey.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Mapping every touchpoint \u2014 from the moment customers\u2019 cars enter a lane to when they drive off the lot \u2014 allows restaurants to identify bottlenecks, pain points and opportunities for enhancement. This might involve analyzing traffic flow, evaluating order accuracy rates or measuring wait times at different stages of the process. Such insights allow for targeted improvements that can significantly boost overall customer satisfaction.<\/p>\n Addressing labor challenges is crucial in this reimagining process. With the industry facing persistent staffing shortages \u2014 62% of operators<\/a> say their restaurant does not have enough employees to support its existing customer demand \u2014 drive-thrus must find innovative ways to optimize their workforces. Solutions could include cross-training employees to handle multiple roles, implementing more efficient scheduling systems or leveraging technology to automate certain tasks. The idea is to free up staff to focus on customer interactions and equip them with the right tools to make their jobs easier instead of fighting with inefficient systems and tedious tasks<\/p>\n Upgrading the tech stack is another vital component to creating a seamless and efficient drive-thru experience. Ensuring your technological ecosystem is both comprehensive and interconnected will go a long way toward meeting modern customer expectations and operational demands.<\/p>\n A cornerstone of this tech upgrade should be a state-of-the-art digital menu board system. Over 90% of customers<\/a> report that digital restaurant displays significantly influence their purchasing decisions, leading to a 40% increase in restaurant sales.<\/p>\n This technology offers unparalleled flexibility, allowing restaurants to showcase high-quality product images, update pricing and inventory in real time and feature targeted content based on factors like time of day and weather conditions. Moreover, with an intuitive Content Management System (CMS)<\/a>, restaurants can easily manage menu board content across multiple locations, ensuring consistency and compliance.<\/p>\n But the tech stack goes beyond digital signage<\/a>. Clear audio systems and sensor technology, such as vehicle loop detectors, can instantly elevate the drive-thru experience by improving communication and streamlining the ordering process. When combined with advanced POS systems, robust kitchen management software and integrated mobile ordering platforms, these technologies create a comprehensive ecosystem that works in concert to streamline operations and enhance the customer experience.<\/p>\n This integrated approach allows for real-time synchronization between order taking, food preparation and delivery, resulting in faster service times, improved order accuracy and the ability to easily handle complex customizations. Furthermore, a well-designed tech ecosystem provides valuable data insights, enabling quick service restaurants<\/a> to continually refine their processes and offerings based on customer behavior and preferences.<\/p>\n Strategic tech investments such as the ones listed above can drastically improve drive-thrus while creating a more engaging, personalized customer experience.<\/p>\n [\/et_pb_text][et_pb_divider color=”#999999″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_divider][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”2_5,3_5″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”2_5″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” header_2_font_size=”42px” header_2_line_height=”1.1em” header_2_font_size_tablet=”30px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Audio plays an equally vital role as visual technology in crafting a memorable and frictionless customer journey.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Restaurant sound systems<\/a> ensure crystal-clear communication between staff and customers and create an immersive brand experience through carefully curated background music. Clear, crisp sound reduces order errors, minimizes frustration and speeds up the entire process. Thoughtfully selected music for restaurants<\/a> can set the tone for the whole drive-thru visit, influencing customer mood and even purchasing decisions<\/a>.<\/p>\n Wireless headsets for staff members complement these systems, allowing for seamless, hands-free communication with customers and between team members. This technology optimizes efficiency and contributes to a more relaxed and organized work environment.<\/p>\n Vehicle detection and queue management systems work in tandem with audio solutions to optimize traffic flow. They can alert staff to approaching vehicles, provide wait time estimates and suggest optimal staffing levels based on predicted rush periods.<\/p>\n Back-of-house solutions<\/a> round out the technological ecosystem, streamlining kitchen operations to match the pace set by front-of-house innovations. From intelligent order routing to automated cooking processes, these systems ensure that the kitchen can keep up with the demands of a high-tech drive-thru, maintaining quality and consistency even during peak hours.<\/p>\n By investing in this comprehensive suite of drive-thru equipment, restaurants can create a drive-thru experience that engages all the senses, balancing efficiency with ambiance to craft a truly memorable visit for every customer.<\/p>\n [\/et_pb_text][et_pb_divider color=”#999999″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_divider][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Drive-thrus are not exempt from the growing customer demand for tailored interactions. Fortunately, the advanced systems in a modern drive-thru’s tech stack generate a valuable wealth of data. By analyzing this information \u2014 captured through tools like POS systems, mobile apps and loyalty programs \u2014 restaurants can uncover insights into ordering patterns, behaviors and preferences. This data enables the creation of highly targeted content that resonates with individual diners, transforming the once-generic drive-thru experience into a personalized journey.<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n For example, restaurants can use this data to:<\/p>\n [\/et_pb_text][et_pb_blurb use_icon=”on” font_icon=”||divi||400″ icon_placement=”left” image_icon_width=”30px” content_max_width=”100%” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]Predict and suggest a customer’s likely order based on past purchases<\/span>[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||divi||400″ icon_placement=”left” image_icon_width=”30px” content_max_width=”100%” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]Offer personalized promotions or combo deals aligned with individual preferences<\/span>[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”+||divi||400″ icon_placement=”left” image_icon_width=”30px” content_max_width=”100%” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]Recognize returning customers and streamline their ordering process<\/span>[\/et_pb_blurb][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Personalization streamlines ordering and increases the likelihood of upsells and cross-sells. This strategy has proven successful for industry leaders like McDonald’s<\/a>, where tailored recommendations have driven more visits and provided data to better target loyalty offers. Faster service enhances this endeavor, resulting in increased customer satisfaction and sales growth.<\/p>\n Personalization isn’t just about digital interactions; the human touch remains invaluable in creating truly memorable experiences. Staff equipped with customer insights can provide warmer, more empathetic service, addressing customers by name or remembering their preferences, thus bridging the gap between high-tech efficiency and high-touch hospitality.<\/p>\n Leveraging personalization techniques can create a virtuous cycle of improved customer experiences, increased loyalty and stronger business performance while setting the stage for continued innovation in the quick-service restaurant industry.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ module_id=”success” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”3_4,1_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”3_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n While cutting-edge technology and personalization strategies are crucial for drive-thru success, the foundation of exceptional service remains rooted in the employee experience<\/a>. In an industry plagued by high turnover rates and labor shortages, investing in staff well-being and development is more critical than ever.<\/p>\n A positive employee experience translates directly to improved customer interactions. When staff members feel valued, supported and well-equipped to handle their responsibilities, they’re more likely to engage positively with customers, handle challenges effectively and contribute to a smooth-running operation.[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/us.moodmedia.com\/wp-content\/uploads\/2024\/08\/drive-thur-qsr.webp” title_text=”drive-thur-qsr” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Key elements of enriching the employee experience include:<\/b><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_placement=”left” image_icon_width=”30px” content_max_width=”100%” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]Comprehensive training programs<\/span>[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”0||divi||400″ icon_placement=”left” image_icon_width=”30px” content_max_width=”100%” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]Career development opportunities<\/span>[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_placement=”left” image_icon_width=”30px” content_max_width=”100%” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]User-friendly technology<\/span>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb use_icon=”on” font_icon=”w||divi||400″ icon_placement=”left” image_icon_width=”30px” content_max_width=”100%” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]Regular feedback and recognition<\/span>[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||400″ icon_placement=”left” image_icon_width=”30px” content_max_width=”100%” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Wellness initiatives<\/span><\/a><\/p>\n [\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||400″ icon_placement=”left” image_icon_width=”30px” content_max_width=”100%” _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]Flexible scheduling (utilizing advanced scheduling software can help make this more possible)<\/span>[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Research by Gallup<\/a> shows that companies prioritizing employee well-being and job satisfaction see a 10% increase in customer loyalty<\/a> and a 23% boost in profitability. Moreover, Gartner reports that employees in supportive work environments are 31% more likely<\/a> to exceed expectations and 15% likelier to go above and beyond in their roles.<\/p>\n This direct correlation between employee satisfaction and performance translates into enhanced customer experiences. When restaurants invest in their workforce, they cultivate brand ambassadors who deliver personalized service with genuine enthusiasm. Well-supported employees are the true differentiators for winning drive-thru experiences.<\/p>\n With an estimated 200,000 drive-thrus<\/a> across the United States, these quick-service options have become an integral part of American dining culture. The future of drive-thrus lies in the delicate balance of cutting-edge technology, personalized experiences and the irreplaceable human touch. By investing in both innovative solutions and their workforce, restaurants can transform each of these touch points into opportunities for exceptional service, increased efficiency and stronger customer connections.<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Ready to revolutionize your drive-thru experience? Discover how Mood Media’s cutting-edge solutions can help you create the perfect blend of technology and human touch. From state-of-the-art audio systems to dynamic digital displays, we have the tools you need to take your drive-thru to the next level. Visit our website at us.moodmedia.com\/qsr<\/a> to contact us<\/a> to speak with one of our experts.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ module_id=”contact” _builder_version=”4.25.0″ _module_preset=”default” background_color=”#232323″ global_colors_info=”{}”][et_pb_row admin_label=”Marketo General – Row” _builder_version=”4.17.4″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” max_width=”700px” global_module=”38450″ saved_tabs=”all” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”Headline” _builder_version=”4.17.4″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” background_layout=”dark” module_alignment=”center” use_border_color=”off” global_colors_info=”{}”]<\/p>\n Elevate your Customer Experience through the power of Mood.<\/p>\n [\/et_pb_text][et_pb_code admin_label=”MKT Form – General” _builder_version=”4.17.4″ _module_preset=”default” custom_padding=”20px||||false|false” global_colors_info=”{}”]\n
Understanding Customer Expectations<\/b><\/h2>\n
Reimagining the Drive-Thru Experience<\/b><\/p>\n
Setting the Right Mood at the Drive-Thru<\/b><\/h2>\n
Personalizing the Guest Experience<\/b><\/h2>\n
Success is Rooted in the Employee Experience <\/b><\/h2>\n
CONNECT WITH US<\/h2>\n