Drive-Thru Customer Experience & Satisfaction Survey

Welcome, and thank you for your interest in this survey! We are conducting research about fast-food drive-thru experiences. This survey should take about 5 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers—we are simply interested in your honest opinions. All responses are confidential and will be reported only in aggregate. By continuing, you agree to participate.

Have you used a restaurant drive-thru in the last 30 days?

• Yes, within the last 7 days
• Yes, 8–30 days ago
• No, not in the last 30 days

For the following questions, please think about your single most recent drive-thru visit within the last 30 days.

From joining the line to receiving your order, approximately how long did it take?

• Less than 3 minutes
• 3–5 minutes
• 6–10 minutes
• 11–15 minutes
• More than 15 minutes

Was your order accurate on that visit?

• Yes, completely accurate
• Minor issue only (e.g., wrong condiment or customization)
• No, one or more items were wrong

How friendly was the staff member at the window?

When choosing a drive-thru restaurant, please rank the following from most important (1) to least important (5).

1. Speed of service
2. Order accuracy
3. Staff friendliness
4. Price
5. Food quality

Overall, how satisfied were you with that drive-thru visit?

Based on your responses in this survey, what is one thing that would most improve your next drive-thru experience?

What is your age group?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Thank you for your time! Your feedback will help improve future drive-thru experiences.

What are the main reasons you have not used a drive-thru in the last 30 days? Select all that apply.

• I cook or eat at home
• I dine in or carry out instead
• I use delivery apps
• Cost concerns
• Health or diet goals
• No need or opportunity
• I prefer to avoid lines or crowds
• Other (please specify)

Which restaurant did you visit on your most recent drive-thru trip?

• McDonald's
• Chick-fil-A
• Taco Bell
• Wendy's
• Burger King
• Starbucks
• Dunkin'
• Popeyes
• Sonic Drive-In
• Arby's
• Jack in the Box
• KFC
• Whataburger
• Tim Hortons
• Other (please specify)

How would you rate the speed of service on that visit?

What accuracy issues did you experience? Select all that apply.

• Missing item
• Wrong item
• Wrong size or portion
• Incorrect customization (e.g., pickles, sauces)
• Beverage issue
• Packaging or spillage
• Other (please specify)

Which of the following occurred during your interaction at the window? Select all that apply.

• Greeted me
• Smiled or made eye contact
• Repeated my order back to me
• Thanked me
• Apologized for the wait
• Offered a receipt
• None of the above

How likely are you to return to this restaurant's drive-thru in the next 30 days?

We'd like to learn a bit more about your drive-thru experience. Our AI moderator will ask a couple of follow-up questions based on your earlier answers.

How do you describe your gender?

• Woman
• Man
• Non-binary
• Prefer to self-describe
• Prefer not to say

Approximately how many items did you purchase in that order?

• 1 item
• 2–3 items
• 4–5 items
• 6–8 items
• 9 or more items

Where do you currently live?

• United States
• Canada
• United Kingdom
• Australia
• India
• Other
• Prefer not to say

What time of day was that visit?

• Breakfast (5–10 am)
• Lunch (10 am–2 pm)
• Afternoon/Snack (2–5 pm)
• Dinner (5–9 pm)
• Late night (after 9 pm)

What is the highest level of education you have completed?

• Less than high school
• High school diploma or equivalent
• Some college or associate degree
• Bachelor's degree
• Graduate or professional degree
• Prefer not to say

What is your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Student
• Homemaker/caregiver
• Unemployed
• Retired
• Prefer not to say