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Drive-Thru Customer Experience & Satisfaction Survey
Measures speed, accuracy, staff hospitality, and overall satisfaction for fast-food drive-thru visits to identify key experience drivers and improvement priorities.
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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 11 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.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
21 questions · ~11 min
Q01
Multiple Choice
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
Q02
Multiple Choice
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)
Message
For the following questions, please think about your single most recent drive-thru visit within the last 30 days.
Q03
Dropdown
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)
Q04
Multiple Choice
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
Q05
Multiple Choice
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)
Q06
Multiple Choice
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
Q07
Opinion Scale
How would you rate the speed of service on that visit?
Scale: 1 – 7
Min:Very slowMax:Very fast
Q08
Multiple Choice
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
Q09
Multiple Choice
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)
Q10
Opinion Scale
How friendly was the staff member at the window?
Scale: 1 – 7
Min:Not at all friendlyMax:Extremely friendly
Q11
Multiple Choice
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
Q12
Ranking
When choosing a drive-thru restaurant, please rank the following from most important (1) to least important (5).
- Speed of service
- Order accuracy
- Staff friendliness
- Price
- Food quality
Drag to rank
Q13
Opinion Scale
Overall, how satisfied were you with that drive-thru visit?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q14
Opinion Scale
How likely are you to return to this restaurant's drive-thru in the next 30 days?
Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q15
Long Text
Based on your responses in this survey, what is one thing that would most improve your next drive-thru experience?
Q16
AI Interview
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.
Q17
Multiple Choice
What is your age group?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q18
Multiple Choice
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer to self-describe
- Prefer not to say
Q19
Dropdown
Where do you currently live?
- United States
- Canada
- United Kingdom
- Australia
- India
- Other
- Prefer not to say
Q20
Multiple Choice
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
Q21
Multiple Choice
What is your current employment status?
- Employed full-time
- Employed part-time
- Self-employed
- Student
- Homemaker/caregiver
- Unemployed
- Retired
- Prefer not to say
Message
Thank you for your time! Your feedback will help improve future drive-thru experiences.
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- Built specifically around the drive-thru journey (line wait time, order accuracy, window interaction) rather than a generic satisfaction template
- Includes an AI follow-up interview segment that can probe respondents on their specific answers, not just fixed multiple-choice items
- Separates speed and accuracy into distinct rated dimensions plus a ranking question on what matters most when choosing a drive-thru, giving clearer driver analysis than a single overall CSAT score
- Screens out non-recent drive-thru users first and anchors remaining questions to one specific recent visit, reducing recall bias, and closes with an open-text improvement question and standard demographics for segmentation
Jotform
200+ Customer Satisfaction Evaluation FormsThis is a directory/category page listing many generic customer satisfaction form templates rather than a single fielding-ready survey, and none are built specifically for drive-thru or QSR use cases. It's useful as a starting point for building a basic form but requires manual customization for restaurant-specific questions like order accuracy or window interaction.
What it does well
- Large library of pre-built form templates to browse and adapt
- Drag-and-drop form builder likely available for quick edits
- Covers many industries beyond food service
Where it falls short
- Static form fields with no adaptive follow-up questioning based on a respondent's answers
- No drive-thru-specific question set (speed, accuracy, window hospitality) out of the box
- No published methodology on question design or scoring logic
QuestionPro
Customer satisfaction survey questions | Customer satisfaction survey exampleA single ready-to-use generic customer satisfaction survey template with standard CSAT-style questions. It is not tailored to the drive-thru experience and treats satisfaction as a general construct rather than breaking it into service-stage metrics like wait time or order accuracy.
What it does well
- Ready-to-field generic CSAT template
- Likely supports common question types (rating scales, multiple choice)
- Backed by an established survey platform with reporting tools
Where it falls short
- No adaptive AI follow-up interviews or voice interviews to probe individual responses
- Not customized to drive-thru specific stages (line time, window interaction, order accuracy)
- No transparent prompt/methodology disclosure for how questions were validated
SurveyMonkey
Customer Satisfaction Survey TemplateA generic, ready-to-use customer satisfaction template aimed at broad business use, not specifically fast-food or drive-thru scenarios. It offers standard fixed-question satisfaction measurement without any mechanism to dig deeper into a specific respondent's experience.
What it does well
- Well-known, easy-to-deploy template
- Simple fixed-format questions suitable for quick fielding
- Likely integrates with SurveyMonkey's broader analytics dashboard
Where it falls short
- No adaptive AI or voice-based follow-up interviewing
- Generic CSAT structure lacks drive-thru-specific dimensions like order accuracy issues or window hospitality
- No guided task/screen-share capability or automated per-response quality scoring
SurveySparrow
FREE Customer Satisfaction Survey TemplateA free, general-purpose customer satisfaction survey template, positioned for broad applicability rather than any restaurant or drive-thru context. It provides a conversational-style survey format but relies on pre-set questions rather than dynamic follow-up.
What it does well
- Free to use as a starting template
- Conversational UI style may improve completion rates
- Simple setup for general CSAT measurement
Where it falls short
- No drive-thru-specific question flow (speed, accuracy, staff hospitality) built in
- Lacks adaptive AI interview or voice AI follow-up functionality
- No transparent scoring methodology or automated quality scoring per response
Frequently asked questions
What questions are in the “Drive-Thru Customer Experience & Satisfaction Survey” template?
The template includes 21 ready-to-use questions, starting with: “Have you used a restaurant drive-thru in the last 30 days?” · “What are the main reasons you have not used a drive-thru in the last 30 days? Select all that apply.” · “Which restaurant did you visit on your most recent drive-thru trip?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 21 questions in about 11 minutes.
Can I customize this template?
Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.
Is this template free to use?
Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.
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