Chick-fil-A Ranks Last in Drive-Thru Speed But 1st in Drive-Thru Satisfaction, Study Shows

Chick-fil-A’s drive-thru lines are often packed with cars, but a new study shows customers don’t seem to mind -- in fact, they give the company high marks for handling the traffic so efficiently. The data from InTouch Insight’s annual drive-thru report found that Chick-fil-A finished last among 10 fast-food restaurants in total time and highest number of cars in line, but No. 1 in satisfaction, friendliness, food quality and order accuracy (tied with McDonald’s). The report used mystery shoppers to gather the data.

The data shows that speed isn’t everything when it comes to customer happiness.

Chick-fil-A was No. 1 in customer drive-thru satisfaction, followed by Raising Cane’s, McDonald’s, Arby’s, and Taco Bell. It was No. 1 the previous two years, too.

The chicken chain topped the friendliness category, too, with Raising Cane’s, Arby’s, Carl’s Jr., and McDonald’s rounding out the top five. 

Taco Bell led the list for fastest total time and fastest service time, but Chick-fil-A led the category for fastest total time by car -- a measurement that involves averages. 

Chick-fil-A customers in the survey waited a total of 7 minutes and 59 seconds in the drive-thru -- from arrival to exit -- a figure that placed the popular restaurant 10th out of 10 restaurants. By comparison, Taco Bell customers waited a survey-best 4 minutes and 15 seconds. 

Even so, Chick-fil-A finished No. 1 in drive-thru customer satisfaction thanks to other factors, including friendliness and food quality. 

The report shows that a pleasant customer experience can outweigh a longer wait time. For many customers, being greeted warmly and receiving a well-prepared, correct order matters more than shaving a minute or two off the clock. For those customers, a visit to Chick-fil-A is about more than just the food.

Chick-fil-A’s founder, the late Truett Cathy, was a devout Christian man who closed his first restaurant in 1946 on Sundays -- a practice the chain continues to this day.

Chick-fil-A’s corporate purpose is to “glorify God by being a faithful steward of all that is entrusted to us” and “to have a positive influence on all who come in contact with Chick-fil-A,” according to its website. 

Photo Credit: ©Getty Images/Brandon Bell/Staff

Michael Foust has covered the intersection of faith and news for 20 years. His stories have appeared in Baptist Press, Christianity Today, The Christian Post, the Leaf-Chronicle, the Toronto Star and the Knoxville News-Sentinel. 

Originally published April 03, 2025.