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Survey: McDonald's Drive-Through Performance Tumbles

McDonald's has slipped from No. 2 to No. 7 in an annual ranking of overall drive-through performance conducted by QSR Magazine, Mike Hughlet reports. Customers, in fact, are waiting an average of 15 seconds longer to get their goodies.

Service speed rose to 174.22 seconds per vehicle this year from 158.77 seconds last year, says QSR editor Blair Chancey, which puts McDonalds at No. 9 in that category. It also contends with more traffic than most other chains, Chancey points out. The survey also measures order accuracy, menu board appearance and speaker clarity.

McDonald's responds that its internal scores on drive-through performance are up. "Our research shows we have consistently improved over the past several years in the areas of order accuracy and drive-through speed of service," says Jim McCabe, operations vp for McDonald's USA.

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