What is Greet Time?
Greet time measures the elapsed time between when a customer arrives at the drive-thru speaker and when they receive their first greeting. Industry best practices target under 5 seconds, with many brands aiming for 3 seconds or less. Voice AI excels at greet time because it can respond instantly upon vehicle detection—no distracted staff, no finishing another task, no delay. Consistent, fast greetings set the tone for the entire order experience.
The greeting is the first impression—and customers notice when they’re kept waiting.
Why Greet Time Matters
First Impression
Greeting speed signals:
- “We’re ready for you”
- Operational competence
- Customer prioritization
- Brand professionalism
Customer Perception
Long greet time creates:
- Uncertainty (did they hear me?)
- Frustration waiting
- Negative tone for interaction
- Questioning if system works
speed of service Foundation
Greet time is the start:
- First component of menu time
- Sets pace for entire order
- Compounds through interaction
- Affects total service time
Competitive Differentiation
Fast greeting matters because:
- Customers compare experiences
- Consistent greeting stands out
- Signals modern operations
- Builds positive expectation
Measuring Greet Time
Definition
“`
Greet Time = Time of first system/staff response – Time of vehicle detection
“`
Measurement Points
Vehicle arrival:
- Sensor detection at speaker
- Arrival at menu board
- Audio system activation
- Loop detector trigger
Greeting delivery:
- First word spoken
- Audio begins playing
- Customer hears response
Benchmarks
| Performance | Greet Time | Assessment |
|————-|————|————|
| Excellent | <3 sec | Best practice |
| Good | 3-5 sec | Target range |
| Acceptable | 5-8 sec | Room to improve |
| Poor | 8-15 sec | Customer notices |
| Critical | >15 sec | Negative experience |
Factors Affecting Greet Time (Human Staff)
Staff Attention
Human delays from:
- Helping window customer
- Processing payment
- Kitchen communication
- Other tasks
Staffing Levels
Insufficient coverage causes:
- No dedicated order-taker
- Multitasking delays
- Peak-hour degradation
- Inconsistent availability
Training and Priority
Performance varies by:
- Staff understanding of importance
- Training on greeting priority
- Management emphasis
- Individual habits
Equipment Issues
Technology factors:
- Headset alerts
- Speaker system
- Vehicle detection
- Communication delay
Voice AI Greet Time Advantage
Instant Response
Voice AI delivers:
- Immediate greeting upon detection
- No competing tasks
- No distraction
- Consistent timing
Consistency
Every greeting is:
- Same speed
- Same quality
- Same energy
- Same words (as configured)
No Degradation
Unlike humans:
- No fatigue effect
- No rush-hour slowdown
- No end-of-shift decline
- No staffing gaps
Measurable Performance
With Voice AI:
- Precise greet time tracking
- Consistent benchmarking
- Clear improvement data
- Reliable reporting
Greet Time Components
System Detection
Time to recognize vehicle:
- Sensor responsiveness
- Detection algorithm
- Processing delay
- Trigger to AI
AI Processing
Time to generate greeting:
- Context awareness (daypart, etc.)
- Script selection
- Audio preparation
- Transmission to speaker
Audio Delivery
Time to speak:
- Speaker activation
- Audio playback
- Full greeting completion
Total Greet Time
“`
Detection + Processing + Delivery = Total Greet Time
“`
Typical Voice AI breakdown:
- Detection: <0.5 sec
- Processing: <0.3 sec
- Delivery start: <0.2 sec
- Total to first word: ~1 sec
Greet Time vs. Full Greeting
Greet Time
Measures to first response:
- When does customer hear anything?
- Speed metric
- Sets expectation
Full Greeting Duration
Total greeting length:
- “Welcome to [Brand], can I take your order?”
- Quality metric
- Brand expression
Balance
Consider both:
- Fast greet time: quick acknowledgment
- Appropriate greeting length: brand expression
- Not rushed or truncated
- Natural pacing
Improving Human Greet Time
Staffing
Dedicated order-taker:
- Single focus during peak
- Clear priority
- No task conflicts
Coverage planning:
- Adequate staffing levels
- Backup capability
- Peak-hour focus
Training
Greeting priority:
- Emphasize importance
- Practice response speed
- Monitor and coach
Equipment
Reliable detection:
- Sensor maintenance
- Alert audibility
- Headset function
Greet Time Analytics
Tracking Metrics
| Metric | Description | Purpose |
|——–|————-|———|
| Average greet time | Overall performance | Baseline |
| P95 greet time | Worst common cases | Problem identification |
| peak hour greet time | Rush performance | Capacity assessment |
| Trend over time | Performance direction | Improvement tracking |
Analysis Approaches
Time-based:
- By hour of day
- By day of week
- Seasonal patterns
Comparative:
- By location
- Staff vs. AI
- Before/after changes
Greet Time and Customer Satisfaction
Research Findings
Studies show:
- Fast greeting improves satisfaction
- Consistency matters as much as speed
- Long waits create negative framing
- Recovery after slow greeting is hard
Customer Psychology
Fast greeting signals:
- “You matter”
- “We’re organized”
- “This will be efficient”
- “We value your time”
Slow greeting signals:
- “You’re not a priority”
- “We’re disorganized”
- “This might take a while”
- “We’re understaffed”
Common Misconceptions About Greet Time
Misconception: “Customers don’t really notice a few seconds difference.”
Reality: Customers are highly sensitive to greeting delay, even if they can’t articulate why. Research shows that greeting speed significantly impacts perception of overall service speed—even when total time is identical.
Misconception: “Longer greetings are better for customer experience.”
Reality: Customers want quick acknowledgment, not lengthy greetings. A fast “Welcome to [Brand]!” beats a slow, elaborate greeting. Speed to acknowledgment matters more than greeting complexity.
Misconception: “Voice AI greetings feel impersonal compared to human greetings.”
Reality: A warm, well-crafted AI greeting delivered instantly feels more welcoming than a harried human greeting after a 10-second wait. Timeliness is a major component of how “personal” a greeting feels.