Tim Hortons Fastest Drive-Thru as AI Erodes Hospitality: Study
Cleveland – October 07, 2026 -- Tim Hortons posted the fastest drive-thru service among major quick-service chains with an average total time of 4 minutes and 20 seconds, according to the 26th annual QSR Drive-Thru Report released by QSR magazine in partnership with Intouch Insight.
AI ordering cuts hospitality cues, study finds
The report, based on thousands of data points and mystery-shopper evaluations, found that when artificial intelligence handled drive-thru ordering, employee behaviors such as saying "thank you" and displaying a pleasant demeanor declined significantly. The findings point to a widening gap between operational automation and guest experience as more chains deploy AI at the order window.
Starbucks tops order accuracy rankings
Starbucks led competitors on order accuracy, a metric the report identifies as critical to customer satisfaction alongside speed and convenience.