It is now slower, less accurate, and less friendly, lagging behind its biggest competitors.
According to Intouch Insight's, Wendy's drive-thru service has declined in qualitv in the past year. The chain had the lowest order accuracy and customer satisfaction scores among several brands that were examined by mystery shoppers, including McDonald's, Taco Bell, Chick-fil-A, KFC, Dunkin', Hardee's, Arby's, Carl's Jr., and Burger King.
Among all of those visits, Wendy's fared the worst when it came to order accuracy, fulfilling only 79% of the drive-thru orders correctly. McDonald's and Arby's, meanwhile, were the most accurate . Regarding customer satisfaction, Wendy's earned a score of 82%. That's a far cry from top-ranked Chick-fil-A and Carl's Jr. with 95% customer satisfaction rates.
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