On Monday, QSR Magazine’s annual drive-thru report released the numbers on customer service. Chick-Fil-A was ranked the most polite chain in the restaurant business. And the reason? Customer service. Employees at Chick-fil-A were the most likely to say “please” and “thank you,” and to smile at drive-thru customers, out of 15 fast food chains. Their workers were also the second most likely to have a welcoming demeanor.

According to the report, Chick-fil-A employees said “thank you” in 95.2% of drive-thru encounters, based on data from nearly 2,000 visits to 15 restaurant chains.

“It’s all about speed and accuracy, but we know our customers appreciate that we can be nice while being fast and accurate,” Mark Moraitakis, senior director of hospitality and service design, told QSR. “Eye contact and smiling go a long way in the drive-thru experience.”


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