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Food Service Industry Updates

How PDQ Restaurants Partnered With Logile to Improve the Drive-Thru Experience

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It’s never too late or too early to find ways to improve the guest experience, and PDQ Restaurants did just that in its partnership with Logile Inc. PDQ — which stands for “People Dedicated to Quality” — has 58 locations in Florida, New Jersey, New York, and North and South Carolina. Known for its hand-breaded chicken tenders and signature sauces, the concept partnered with technology company Logile to improve the drive-thru experience at its current and future restaurants.

Last spring, when social distancing guidelines restricted indoor dining, PDQ extended service by offering online ordering with curbside pickup. This April, it introduced a mobile order app and loyalty program. The concept also has set goals to decrease drive-thru queue lengths, improve guest wait times and keep a strong focus on hospitality in its dine-in service.

“To emphasize our commitment to providing our guests exceptional service, we sought a partner to provide us with new ideas and concepts to help us improve our current way of doing things.”

— Kep Sweeney, president

“The COVID pandemic put significant demand on our drive-thru processes,” PDQ President Kep Sweeney said. “To emphasize our commitment to providing our guests exceptional service, we sought a partner to provide us with new ideas and concepts to help us improve our current way of doing things. As we talked with others in the QSR industry, Logile was highly recommended for their experience and knowledge in this area.”

According to Logile, its operational excellence team leveraged multiple industrial engineering approaches to measure drive-thru experience at several PDQ locations. Its main objectives were to assess the drive-thru experience from the guest’s perspective, identify bottlenecks and opportunities at its current locations, improve service speed and guest engagement, and look at approaches to improve the guest’s experience.

Logile also looked at the total time guests entered and exited the queue, which helped PDQ understand how often guests left it during peak hours and how long guests waited before they abandoned the line. Together, the two companies also studied new strategies to increase throughput capacity and decrease the amount of guests leaving the queue.

Logile also focused on quick wins by optimizing and balancing workload across the drive-thru stations, and its industrial engineers used the data collected to create simulations of current and future states. This strategy, the company says, was used to determine quickly the impact of scenarios on throughput rate and guest retention in the queue.

“PDQ has done a fantastic job creating a customer-focused restaurant experience,” Logile Operational Excellence Managing Director Josh Ciampini said. “We were delighted to partner with them to reimagine the drive-thru experience from both the customer and employee point of view.”

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