Service attributes of Starbucks drive-thrus in the U.S. as of July 2017

This statistic shows the service attributes in Starbucks drive-thrus in the United States as of July 2017. During the survey, at 88 percent of the visits to a Starbucks drive-thru an employee said 'thank you'.

Service attributes of Starbucks drive-thrus in the United States as of July 2017

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Source

Release date

October 2017

Region

United States

Survey time period

June 1 to July 30, 2017

Number of respondents

Special properties

168 visits by researchers

Method of interview

Face-to-face interview

Supplementary notes

Upon each visit, a trained data collection specialist surveyed the drive-thru lane and then entered the line as any other customer. Each order placed by our researchers consisted of one main item, one side item, and one beverage. A minor special request was also made with each order, such as beverage with no ice. Although two different speed-of-service times were recorded for each visit (one for the researchers’ order/experience and another from a randomly selected vehicle), all tables within this feature are related to the researchers’ own vehicle and experience only, as this was the controlled order. Service time was defined as the time from stopping at the order station to receipt of all items (including change). Additional data collected by each researcher included but was not limited to: order accuracy, drive-thru and exterior appearance, speaker clarity, and customer service. All purchases were made using cash so as not to influence timing.

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