000104 Arby's Beef's Wins Drive-Thru Service AccoladesJanuary 8, 2000Fort Lauderdale, FL - QSR Magazine's annual drive-thru survey of fast-food restaurants has ranked Arby's among its top three finalists. The leading trade publication, along with market research firm Sparagowski & Associates, spearheaded the annual survey based on nearly 16,000 mystery shops of drive- thru's in 49 states. Restaurant drive-thru results were judged on speed, accuracy, menu appearance and speaker clarity. “Fifty-plus percent of our customers utilize our drive-thru service, so we couldn't afford to be giving them anything but the best service,” said Steven Jones, Director of Operations Support for Triarc Restaurant Group (TRG), franchiser of the Arby's brand. “In 1999, we re-focused our drive-thru strategy by implementing a 'Drive-Thru to Excellence' program that has helped develop a new bold and responsive drive-thru culture.” Arby's “Drive-Thru to Excellence” improved the chain's ranking 10 spots -- from 13th to 3rd -- by emphasizing the FAST concept: Friendly, Accurate, Speedy, and Trusted. In-store kits, which included manuals, videotapes and crew meeting guides, were developed for franchisees and managers. Managers were encouraged to staff veteran employees at the drive-thru window while providing incentives like movie tickets and free meals to employees who successfully embraced and practiced the FAST concept. “The results of FAST are tangible,” said Michael Howe, President and Chief Operating Officer of TRG. “Arby's has seen 10 consecutive quarters of same store sales growth thanks to our continued efforts at understanding our adult customers and by catering to their needs. The drive-thru FAST program is an example of solid strategy at work.” Arby's continues to look for ways to improve drive-thru service, including menu board options that speed customers' decisions, as well as developing advanced portable packaging. Survey results will be published in the January/February issue of QSR Magazine. Triarc Restaurant Group, a subsidiary of Triarc Companies, Inc. franchises more than 3,200 single- and co-branded restaurants worldwide, which serve great- tasting, high-quality food in a quick-service environment. System wide sales for 1998 were $2.2 billion. QSR, the only business journal focused specifically on the quick-service restaurant industry, is read by 14,000 franchisers, franchisees, executive managers, and purchasing personnel across more than 170 quick-service chains nationwide and in Canada.
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