Wendy’s Credits Speed of Service with Sales Uptick

The fast food chain moves forward with various ways to provide quicker service.

August 13, 2019

DUBLIN, Ohio—Wendy’s, the burger chain with 6,700-units worldwide, saw second-quarter earnings increase 1.4% after the company launched a 400 kiosk test that has produced slightly higher checks and some labor savings, reports Nation’s Restaurant News.

“On the speed front, a combination of training and credit-card processing improvements is paying off,” Todd Penegor, Wendy’s president and CEO, told analysts recently. Although he did not quantify improvements in speed of service, Penegor said the company was seeing “a nice improvement from the trends,” which had gone “in the wrong direction” last year.

“Our customers expect speed and throughput to be part of a great experience in our restaurants,” he said, adding that the company focused on training in the first quarter and staffed for peak dayparts, which paid off in the second quarter.

Staffing levels are up, and “we continue to put more tools into the restaurants to make sure that we're measuring speed consistently across the restaurants so we can coach and help,” he continued. “We have more opportunity to be even faster than our processing. So those are items that will continue to drive opportunities on speed to service in the back half of the year.”

At the end of the second quarter, more than 80% of Wendy’s North American restaurants were on a delivery platform, and mobile ordering was available in more than 90% of the U.S. system.

“Our footprint will continue to expand, exceeding our goal for the year,” Penegor said. “The integration of delivery into our mobile app is on track to be completed by the end of the year, which will improve our user experience and delivery times.”