From In-N-Out Burger to Starbucks and McDonald’s, some of the most popular restaurant chains in the U.S. have mastered the art of drive-thru service and credit it as a key factor in their success.
Chick-fil-A does around 60% of its sales through its renowned drive-thru lanes, while at McDonald’s that figure is around 70%.
As these companies have leveled up their drive-thru programs over the years, adding everything from multiple lanes to AI-powered ordering tools, they’ve solidified it as a beloved service for millions of customers.
C-stores, meanwhile, have tried to get in on the action for years — but have struggled to make drive-thrus pay off.
Peter Rasmussen, founder and CEO of c-store consultancy Convenience and Energy Advisors, said he’s seen interest cool among c-store operators as the challenges of operating drive-thrus become apparent.
Wawa recently shuttered two drive-thru-only locations it had been testing in Pennsylvania, according to local reports. And while national chains like 7-Eleven and Circle K have dabbled in drive-thru service, they haven’t yet scaled them in any meaningful way.
Drive-thru lanes take up valuable real estate that could be used for parking, Rasmussen said. They’re also expensive to build and tricky to operate effectively. Customers can get frustrated by long lines, or when they order an item that’s out of stock or not within easy reach of the employee working the window
Plus, most c-store customers prefer walking into a store and perusing the aisles in-person, Rasmussen said.
“QSRs have had great success with drive-thrus, and that’s why you’ve seen convenience stores try and adopt them. But it’s just a different model,” he said.
Full story Are drive-thru lanes worth the investment for c-stores? | C-Store Dive
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