The American fast food chain Chick-fil-A is test ‘Drive-Thru Express’, a dedicated lane to reduce waiting times for its customers.
With the launch of this new pilot, customers can place their orders in advance with the Chick-fil-A mobile app and use a dedicated lane to pick up their meals.
Jonathan Lassiter, Senior Manager of Service and Hospitality Team Integration at Chick-fil-A, said, “The Express Drive-Thru lane is a game-changer for our busy customers and our team members. .
“This latest innovation aims to help customers move quickly through the drive-thru by dedicating one of our drive-thru lanes exclusively to mobile order pickup, creating a simpler experience for customers ordering on the Chick-fil-A app on the go. .”
Currently, Drive-Thru Express is available at nearly 60 participating restaurants in the United States, with plans to roll out the service to more locations in 2023 after additional testing.
The restaurant chain said customers can select a restaurant location and choose the “Drive-Thru Express” option, if available at that restaurant, before placing their order.
Once the customer arrives at the restaurant location, they can follow the signs to the express lane, use the app to scan a QR code in the dedicated lane, and receive their order from a restaurant team member , the company said.
Lassiter added, “We see this as a way to serve customers more efficiently and give them more control over their experience.
“The longest part of our drive-thru ordering process is the brief wait for your order to be taken. The Express Lane dramatically reduces order and payment times, allowing customers to access faster, easier and convenience when they want it most.
The catering company noted that its new pilot aims to significantly reduce wait times, as it only processes prepaid orders.
Chick-fil-A noted that customers can still place their order with a member of the restaurant team in other drive-thru lanes, use the inside counter or dine in, where available.