2026 QSR DRIVE-THRU REPORT REVEALS SURPRISING RESULTS: TIM HORTONS THE FASTEST, AI EXPOSES A HOSPITALITY GAP
Annual study examines drive-thru speed, accuracy, customer experience and the growing impact of artificial intelligence across the quick-service restaurant industry.
CLEVELAND, Oct. 7, 2026 /PRNewswire/ -- The results are in, and some of the biggest names in quick-service restaurants may be surprised by what they reveal. The 2026 QSR Drive-Thru Report, the 26th annual industry study, is now available, uncovering new insights into how leading restaurant brands are performing across speed, order accuracy, hospitality and technology.
Produced by QSR in partnership with Intouch Insight, the annual report takes an in-depth look at the drive-thru experience through thousands of data points and mystery-shopper evaluations. This year's findings offer a particularly revealing look at artificial intelligence's growing role in restaurant operations, including some unexpected consequences for the guest experience.
Among the report's standout findings:
- Tim Hortons takes the speed crown. With an average total drive-thru time of 4 minutes and 20 seconds, Tim Hortons outpaced fast-food competitors.
- AI may be costing restaurants a personal touch. While artificial intelligence is becoming more capable of handling drive-thru orders, the study uncovered a potential hospitality gap. When AI handled the ordering interaction, employee behaviors such as saying "thank you" and demonstrating a pleasant demeanor declined significantly. The findings raise important questions about how restaurants can embrace automation without sacrificing the human connection.
- Starbucks leads in order accuracy. In a category where getting every item right is critical to customer satisfaction, Starbucks stood out for its order accuracy performance, demonstrating the importance of execution alongside speed and convenience.
- Personalization makes a measurable difference. Customer satisfaction climbed from 93.2% to 98.2% when guests experienced some form of personalization, such as being greeted by name, having their name written on their order bag or being recognized as a loyalty member.
- Faster isn't always better. The study found that customer perception of speed can matter more than the actual time spent in the drive-thru. Customers who felt their experience was quicker than expected reported satisfaction levels of 96.8%, compared with 82.3% among those who felt their visit was slower than expected.
"The drive-thru continues to be one of the most important customer touchpoints for quick-service restaurants, but the definition of a great experience is changing," said Danny Klein, VP Editorial for QSR, FSR, CStore Decisions, PMQ and Club + Resort. "This year's findings illustrate that technology alone isn't the answer. Restaurants have to find the right balance between operational efficiency, order accuracy, and the personal connections that keep customers coming back. The data offers plenty of surprises, but it also provides a valuable roadmap for where the industry is headed."
A Resource for Industry Insights and Expertise
From the expansion of AI-powered ordering to the continued importance of speed, accuracy, hospitality, and value, the findings offer actionable insights for restaurant operators, suppliers, technology providers, and others serving the foodservice industry.
In addition to the report, editors from QSR and its affiliated brands are available as expert sources for interviews and commentary on the latest restaurant industry trends, including drive-thru innovation, AI adoption, consumer behavior, operational efficiency, technology, and the evolving expectations of restaurant guests.
The 2026 QSR Drive-Thru Report is available now at:
https://www.qsrmagazine.com/story/the-2026-qsr-drive-thru-report/
To arrange an interview with Danny Klein or another editorial expert, contact::
Annie Wissner
VP of Marketing
awissner@arrowfly.com
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