Inside Taco Bell’s drive-thru strategy
By Sarah Sutton • October 18, 2016
The chain has enjoyed healthy growth while also re-establishing itself as a cultural touchstone, with menu items like the Doritos Locos Tacos and Quesalupa and marketing programs like its massively popular Snapchat campaign earning kudos from younger generations. That recent success extends to the drive thru. The brand had above-average speed and accuracy this year, as well as solid customer-service scores. All of this comes just two years after the chain upgraded its menuboards, headsets, speakers, and other back-of-house operations in an attempt to improve upon the drive-thru fundamentals.