Taco Bell Tops 2025 Drive-Thru Speed Rankings; Chick-fil-A Wins on Satisfaction

By Space Coast Daily // October 12, 2025

Fast-Food Study Finds AI Speeds Up Service, but Human Friendliness Still Matters

According to the 25th Annual Drive-Thru Study by Intouch Insight and QSR Magazine, Taco Bell, with 10 Brevard County locations, took first place for overall speed in 2025.

BREVARD COUNTY, FLORIDA – Fast-food drive-thrus are getting faster and wiser — but not necessarily friendlier. A new national study shows that while AI-powered ordering lanes are improving service times, human interaction still drives customer satisfaction.

According to the 25th Annual Drive-Thru Study by Intouch Insight and QSR Magazine, Taco Bell, which has ten Brevard County locations, took first place for overall speed in 2025, while Chick-fil-A maintained its reputation for excellent customer service — even with the slowest average drive-thru times.

The study analyzed more than 2,000 undercover visits to 13 major restaurant chains across the U.S. between June and July, measuring speed, accuracy, food quality, and friendliness.

Key Findings

■ Fastest Chain: Taco Bell — average total time: 4 minutes

■ Highest Satisfaction: Chick-fil-A and Dutch Bros (tie)

■ Most Accurate Orders: Dutch Bros, Chick-fil-A, and Raising Cane’s

■ Average Drive-Thru Time (All Brands): 5 minutes, 35 seconds

■ Overall Satisfaction: 91%

Speed vs. Service

Taco Bell’s four-minute average put it well ahead of competitors in the “classic” fast-food category, which includes McDonald’s, Wendy’s, Burger King, and Arby’s. While that group excelled in speed and accuracy, it ranked lowest for friendliness.

On the other hand, Chick-fil-A, KFC, Popeyes, and Raising Cane’s — the “chicken” category — scored highest for friendliness and food quality, despite longer wait times.

Meanwhile, beverage-focused chains such as Dutch Bros, Tim Hortons, Starbucks, and Dunkin’ found a balance between speed and accuracy, with Dutch Bros leading on both measures.

Across all brands, average order accuracy was 87%, while food quality was 97%.

According to the 25th Annual Drive-Thru Study by Intouch Insight and QSR Magazine, Chick-fil-A maintained its reputation for excellent customer service — even with the slowest average drive-thru times.

I Drive-Thrus: Faster, But Less Personal

The 2025 report also examined the growing role of artificial intelligence in drive-thru operations. Researchers evaluated 120 AI-powered orders across multiple chains and found mixed results:

■ Speed: AI orders averaged 3:53, faster than human-run lanes (4:15).

■ Accuracy: Slightly lower — 83% vs. 87%.

■ Customer Satisfaction: Surprisingly higher — 97% vs. 91%.

While AI reduced service time, it often struggled with custom orders and with unavailable items. However, when human employees assisted, accuracy significantly improved.

“The challenge isn’t just speed anymore,” the report said. “It’s about combining efficiency with personalization and maintaining a genuine guest connection.”

What It Means for the Industry

Experts say that as fast-food brands expand digital ordering and automation, balancing technology with hospitality will be key.

“Taco Bell shows what efficiency looks like,” the report concluded. “But Chick-fil-A proves that warmth and accuracy still win loyalty.”