Drive-thru Survey Results

In the late fall of 2003, 6,422 people nationwide participated in a study about the deaf and hard-of-hearing experience at drive-thru restaurants. The study was created to understand the exchanges between customer and employee at drive-thrus and to identify opportunities for improving the experience for deaf customers.

Among those surveyed:

  • 79% of respondents were deaf, 17% hard of hearing, 1% speech impaired, 1% mobility impaired, and 2% “other”.
  • 75% of respondents are frequent or daily patrons of fast food restaurants.
  • 86% of respondents dine at fast food restaurants – and over 41% dine there several times a week.
  • 94% of people surveyed indicated they would be likely or highly likely to visit a restaurant that put in a Drive-Thru system to improve access for persons who are deaf or hard of hearing.

The survey indicated without question that access is a major concern to the deaf community and others.  Here were some key findings:

  • Solutions such as electronic order systems or call buttons and written orders would be very well received by the deaf community.
  • Customers with disabilities will reward restaurants that make changes to improve access.

View the complete survey results here (PDF).

For additional information on the survey, or to learn more about Inclusion Solutions please contact us here via email or call toll free 1-866-232-5487.