It was overall a good report card for Dunkin’ with release yesterday by See Level HX of its 20th annual QSR Drive-Thru study. The 2020 version of this study added a new and unique component in that it reported generally – without identifying brands – on specific COVID-19 related safety issues and noted that 91.3% of drive-thru employees wore masks during customer interaction while only 22% wore gloves. As to specific function scorecards, Dunkin’ continued to kill it in the drive-thru accuracy and overall quality of drive-thru experience categories, coming in at #5 in both. The biggest change from 2019 to this COVID year came in the drive-thru speed category, where Dunkin dropped from first place last year to #7 in 2020, 91 seconds slower that in 2019. No doubt the lack of in-store service pushed more customers – and pressure – onto the drive-thru operation. In other “how are we doing” news, we noted that Dunkin held the #1 spot in the coffee category again according to Entrepreneur Magazine’s 2020 Franchise 500 listing. Keep up the good work!
