How Chick-fil-A is trying to speed up the drive-thru lines


  • Chick-fil-A’s self-service lines are longer than ever during the pandemic, creating problems.
  • The chain has workers who take orders via iPad and has introduced canopies and coats for outdoor employees.
  • Chick-fil-A is taking the pressure off of drive-thrus with delivery, new locations, and ghost kitchens.
  • Visit the Insider Business section for more stories.

Chick-fil-A is an undisputed self-service expert.

The prowess of the chicken chain is so well known that when a South Carolina town was faced with a disaster at the COVID-19 vaccine site, authorities called the manager of the Chick-fil-A facility.

However, Chick-fil-A is dealing with more and more pressure to keep the crowd moving. The chain faced four lawsuits in 2020 over its huge grocery lines, Insider found. Average wait times reached eight minutes and eight seconds, minutes longer than competitors like McDonald’s and KFC.

Still, Chick-fil-A is working hard to meet new challenges with new innovations. The company said in a statement to Insider that it has “teams dedicated to constantly innovating and testing new ways to elevate the experience for guests and team members and improve drive-thru efficiency.”

“Because we are always investing in this work, our local Franchise Operators were able to act quickly at the onset of the pandemic to adapt to the pressures caused by the closure of our cafeterias,” the statement continued.

Here are six techniques the chicken chain uses to stay on top of the self-service game.

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