CatoCooper13
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Done! It was quite an interesting survey. I do surveys from time to time when it appeals to me, ha.
Survey about Drive Thrus at fast food.
- Thread starter Mizzou
- Start date
Mizzou
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results of the survey i got in email -- LONG!!!!!
Drive-Thru Survey
The State of Drive-Thru Dining Access and Assistance
for Customers with Disabilities
Conducted by Inclusion Solutions
January 10, 2004
Drive-Thru Access: Survey Report
2
Executive Summary
Drive-Thru service at fast food restaurants is taken for granted by many. But for millions
of Americans with disabilities such as those who are deaf, hard of hearing, have speech
difficulties, or other communication barriers, this basic service can be difficult or
impossible to access.
Lack of access to Drive-Thru services is a major concern to millions of Americans with
disabilities. It is also an issue that several restaurant chains are struggling to address.
The Americans with Disabilities Act requires restaurants to make both physical and
policy changes to serve customers with disabilities – both inside the restaurant and at
the Drive-Thru windows.
After hearing feedback from people with disabilities asking for a solution to Drive-Thru
service problems, Inclusion Solutions launched the Drive-Thru Access Survey to secure
comprehensive feedback on the current state of access.
In the late fall of 2003, 6,422 people nationwide participated in a study about the deaf
and hard-of-hearing (hereafter “deaf”) experience at Drive-Thru restaurants. The study
was created to understand the touch points (exchanges between customer and
employee) of the Drive-Thru dining experience and identify opportunities for improving
the experience for deaf customers.
The Drive-Thru Access Survey was designed to measure the following:
1. Drive-Thru habits and demographics among survey participants
2. The usage of Drive-Thrus and specific needs related to the deaf population
3. Responses to potential solutions to the problem
4. Propensity of customers to support restaurants with accessible Drive-Thrus.
Participants’ feedback is revealed in the following key findings and detailed survey
results.
For additional information on the survey, or to learn more about Inclusion Solutions
please visit us online at www.InclusionSolutions.com or call toll free 1-866-232-5487
(TTY: 312-444-1967)
Contact: Patrick Hughes, Jr.
President
773-338-9612
phughes@inclusionsolutions.com
Key Findings – Survey of More Than 6,400 Participants
Drive-Thru Access: Survey Report
3
Drive-Thru habits and demographics among survey participants:
• 79% of respondents are 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.
The usage of Drive-Thrus and the specific needs related to the deaf population:
• 32% of respondents have never been able to use Drive-Thrus as a result of their
disability.
• Only 29% of respondents found it satisfactory or easy to use Drive-Thrus. The large
majority of responses were that it is difficult or impossible.
• 78% of respondents have had difficultly placing a fast-food order and 42% have left a
Drive-Thru line in frustration because they were unable to communicate.
Responses to Potential Solutions to the Problem:
• 18% believe that current solutions to the issue are adequate.
• 95% of respondents expressing a preference would like to see restaurants install
electronic ordering systems.
• 78% of respondents expressing a preference would like to see restaurants install a call
button that allows the customer to communicate that they need assistance and pull
ahead to place the order in an alternative way (e.g. pen and paper, picture menu, etc.).
Propensity of customers to support restaurants with accessible Drive-Thru services:
• 67% of respondents said that they did not believe there was a chain that was a leader on
the issue. However, respondents did point to individual store locations that were making
an effort.
• 94.4% 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.
• 24% of respondents said that their top consideration in choosing a Drive-Thru was
accessibility – and ranked this above factors such as attitude, price, and location.
Conclusions:
• Access is a major concern to the deaf community and others.
• 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.
Drive-Thru Access: Survey Report
4
Survey Results
Drive-Thru habits and
demographics among survey
participants :
Result Percentage
1. Gender: Male 33.2%
Female 66.8%
2. Age: Under 18 1.0%
18-30 15.4%
31-50 55.7%
51 and above 27.9%
3. Disability: Deaf 79.3%
Hard of Hearing 16.8%
Speech 1.0%
Mobility Impairment 0.8%
Other 2.0%
4. Do you use a phone? Yes 60.6%
No 39.4%
Drive-Thru Access: Survey Report
5
5. How often do you drive? Never 8.0%
On occasion 13.9%
1-3 days per week 10.6%
4-6 days per week 9.5%
Daily 55.0%
Other 3.0%
The usage of Drive-Thrus and
the specific needs related to
the deaf population:
6. How often do you eat at fast- food
restaurants (such as McDonald's,
Wendy's, Burger King, Taco Bell): Daily 3.7%
A few times/week 37.1%
On occasion 42.8%
Rarely 14.9%
Never 1.5%
7. Do you use Drive-Thru services at
restaurants (or have you in the
past)? Yes 68.3%
No 31.7%
8. Would you like to use Drive-Thru
services but are unable? Yes 79.3%
No 20.7%
Drive-Thru Access: Survey Report
6
Drive-Thru Survey
The State of Drive-Thru Dining Access and Assistance
for Customers with Disabilities
Conducted by Inclusion Solutions
January 10, 2004
Drive-Thru Access: Survey Report
2
Executive Summary
Drive-Thru service at fast food restaurants is taken for granted by many. But for millions
of Americans with disabilities such as those who are deaf, hard of hearing, have speech
difficulties, or other communication barriers, this basic service can be difficult or
impossible to access.
Lack of access to Drive-Thru services is a major concern to millions of Americans with
disabilities. It is also an issue that several restaurant chains are struggling to address.
The Americans with Disabilities Act requires restaurants to make both physical and
policy changes to serve customers with disabilities – both inside the restaurant and at
the Drive-Thru windows.
After hearing feedback from people with disabilities asking for a solution to Drive-Thru
service problems, Inclusion Solutions launched the Drive-Thru Access Survey to secure
comprehensive feedback on the current state of access.
In the late fall of 2003, 6,422 people nationwide participated in a study about the deaf
and hard-of-hearing (hereafter “deaf”) experience at Drive-Thru restaurants. The study
was created to understand the touch points (exchanges between customer and
employee) of the Drive-Thru dining experience and identify opportunities for improving
the experience for deaf customers.
The Drive-Thru Access Survey was designed to measure the following:
1. Drive-Thru habits and demographics among survey participants
2. The usage of Drive-Thrus and specific needs related to the deaf population
3. Responses to potential solutions to the problem
4. Propensity of customers to support restaurants with accessible Drive-Thrus.
Participants’ feedback is revealed in the following key findings and detailed survey
results.
For additional information on the survey, or to learn more about Inclusion Solutions
please visit us online at www.InclusionSolutions.com or call toll free 1-866-232-5487
(TTY: 312-444-1967)
Contact: Patrick Hughes, Jr.
President
773-338-9612
phughes@inclusionsolutions.com
Key Findings – Survey of More Than 6,400 Participants
Drive-Thru Access: Survey Report
3
Drive-Thru habits and demographics among survey participants:
• 79% of respondents are 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.
The usage of Drive-Thrus and the specific needs related to the deaf population:
• 32% of respondents have never been able to use Drive-Thrus as a result of their
disability.
• Only 29% of respondents found it satisfactory or easy to use Drive-Thrus. The large
majority of responses were that it is difficult or impossible.
• 78% of respondents have had difficultly placing a fast-food order and 42% have left a
Drive-Thru line in frustration because they were unable to communicate.
Responses to Potential Solutions to the Problem:
• 18% believe that current solutions to the issue are adequate.
• 95% of respondents expressing a preference would like to see restaurants install
electronic ordering systems.
• 78% of respondents expressing a preference would like to see restaurants install a call
button that allows the customer to communicate that they need assistance and pull
ahead to place the order in an alternative way (e.g. pen and paper, picture menu, etc.).
Propensity of customers to support restaurants with accessible Drive-Thru services:
• 67% of respondents said that they did not believe there was a chain that was a leader on
the issue. However, respondents did point to individual store locations that were making
an effort.
• 94.4% 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.
• 24% of respondents said that their top consideration in choosing a Drive-Thru was
accessibility – and ranked this above factors such as attitude, price, and location.
Conclusions:
• Access is a major concern to the deaf community and others.
• 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.
Drive-Thru Access: Survey Report
4
Survey Results
Drive-Thru habits and
demographics among survey
participants :
Result Percentage
1. Gender: Male 33.2%
Female 66.8%
2. Age: Under 18 1.0%
18-30 15.4%
31-50 55.7%
51 and above 27.9%
3. Disability: Deaf 79.3%
Hard of Hearing 16.8%
Speech 1.0%
Mobility Impairment 0.8%
Other 2.0%
4. Do you use a phone? Yes 60.6%
No 39.4%
Drive-Thru Access: Survey Report
5
5. How often do you drive? Never 8.0%
On occasion 13.9%
1-3 days per week 10.6%
4-6 days per week 9.5%
Daily 55.0%
Other 3.0%
The usage of Drive-Thrus and
the specific needs related to
the deaf population:
6. How often do you eat at fast- food
restaurants (such as McDonald's,
Wendy's, Burger King, Taco Bell): Daily 3.7%
A few times/week 37.1%
On occasion 42.8%
Rarely 14.9%
Never 1.5%
7. Do you use Drive-Thru services at
restaurants (or have you in the
past)? Yes 68.3%
No 31.7%
8. Would you like to use Drive-Thru
services but are unable? Yes 79.3%
No 20.7%
Drive-Thru Access: Survey Report
6
Mizzou
New Member
- Joined
- Apr 16, 2003
- Messages
- 2,684
- Reaction score
- 1
cont'd!!!!!!!!!
9. Do you think that using the Drive-
Thru at restaurants is… Very easy 11.4%
Somewhat easy 10.6%
Satisfactory 9.2%
Somewhat difficult 32.4%
Very difficult 22.4%
I do not use Drive-
Thrus, this doesn't
apply to me 13.9%
10. Do you avoid Drive-Thrus? Yes 48.2%
No 51.8%
11. Have you ever had difficulty
placing your order at a drive-up
window as a result of a
communication problem? Yes 78.4%
No 21.6%
12. Have you ever left a fast food
restaurant without making a
purchase because you couldn’t
communicate with the staff? Yes 41.6%
No 58.4%
13. Did you ever have this
experience when the main restaurant
lobby was closed and the Drive-Thru
was the only means of visiting the
restaurant but you were not able to
use the Drive-Thru? Yes 57.9%
No 42.1%
Drive-Thru Access: Survey Report
7
Responses to Potential
Solutions to the Problem:
A. Restaurant does nothing. This
problem doesn’t need to be fixed.
I like/agree with this
approach 18.1%
I am neutral about
this approach 23.3%
I do not like/agree
with this approach 58.7%
B. Restaurant installs electronic
ordering system at Menu Board
(TTY/Electronic system to
interactively place order)
I like/agree with this
approach
86.1%
I am neutral about
this approach 10.1%
I do not like/agree
with this approach 3.8%
C. Restaurant installs a call button
letting the employee know that the
customer needs assistance.
Customer pulls up to Pick-Up
Window and places order with
employee there (through pad and
paper, picture menu, or other
alternative).
I like/agree with this
approach 62.7%
I am neutral about
this approach 20.4%
I do not like/agree
with this approach 16.9%
Drive-Thru Access: Survey Report
8
16. When using the Drive-Thru, what
is the best way to place your order?
The staff person
hands you a plastic
menu and you point
at your choices. 28.3%
The staff provides a
paper menu and/or
order form so you
can write down your
selection. 37.0%
Other 34.7%
Propensity of customers to
support restaurants with
accessible Drive-Thru services:
17. Would you be more likely to visit
restaurants that put in a Drive-Thru
system to improve access for
persons who are deaf or hard of
hearing? Highly Likely 68.4%
Likely 24.0%
It would not be a
factor in my decision 7.6%
18. Is there a specific fast food
restaurant you consider to be a
leader on this issue? Yes 33.3%
No 66.7%
19. What is your top consideration
when choosing a Drive-Thru
restaurant? Price 8.5%
Accessibility 24.6%
Taste/Food quality 31.2%
Service/Attitude 23.2%
Location 6.2%
Other 6.2%
Drive-Thru Access: Survey Report
9
Additional Feedback
Sample comments of dissatisfaction:
• “BIG TIME BAD ATTITUDE toward deaf people as if we are infected! We all are human
beings and treat everyone fairly. Deaf people are no difference from hearing people; it’s
just that they can’t hear that’s all!”
• “I pulled up to the drive through window and the manager of the establishment told me to
leave because I didn’t order through the intercom”
• “They always make their facial expressions when I tell them that I’m hearing impaired. I
hate it!”
• “People don’t deal with me.. People give me an attitude.. People expect me to be
hearing as if every body on Earth is hearing..”
• “Fast Food places sometimes want to ignore customers like us!”
• “I have had people who work at the fast food restaurants get very impatient and not
order exactly what we want. I often get a rude attitude from them and leave feeling
insulted.”
• “Employee did not have paper and pen ready, and there were a lot of cars behind me,
then it took 5 minutes to put in order at pick up window. It was embarrassing for me, and
it probably pissed off a lot of car drivers behind me.”
• “I went into the restaurant but it was closed. The Drive-Thru was the only option for
service during the late night. How can I communicate with that worker? I flopped and
drove up to Drive-Thru and I wrote the note what I want to order the food. I did not care
that there were cars behind me. I was very hungry…”
• “Waiters/waitresses panic when deaf people are at their restaurant.”
• “On the way to work I had to get out of my car waiting in the line to order. I watched the
hearing people use the Drive-Thru... It is not FAIR!”
• “The employee asked me to park elsewhere and pick up the food inside while I had my
son sleeping in my car seat, which meant I had to wake him up to get the food.”
Some comment of satisfaction:
• “…gave me a menu to point out what I wanted to order. I was surprised they were kind
enough to provide excellent service for the deaf and hard of hearing”
• “…they allow their staff to come out and take order in person”
The Development of “Order Assist”
Drive-Thru Access: Survey Report
10
Based on the survey results, as well as discussions with advocates and others, Inclusion
Solutions has sought to create a dignified, affordable solution to the issue.
Our concerns, in developing this solution included:
• The solution must, first and foremost, be dignified for customers who are deaf or
hard-of-hearing.
• It must be universally designed and usable for not only a wide-range of
disabilities, but also for people with language barriers or other communication
difficulties
• It must be simple to install and should be able to work in conjunction with other
ordering systems without requiring a complete rebuilding of the ordering system
• It must give the customer flexibility in placing his/her order. For example, one
should be able to order a hamburger with any combination of sauces or
condiments available to the general population.
• It must have a concept that is simple enough so that customers and employees
understand it.
• It must be affordable so that any fast-food restaurant, whether corporate or
franchisee owned, can afford it easily
Electronic Menu Ordering System -- Analysis
A few restaurants have installed electronic push-button ordering systems that the deaf
can use without oral communication. We considered first the option of a widespread
electronic menu system, as this was the system that was favored by the largest
percentage of respondents. We rejected this concept for several reasons, including:
• Cost-prohibitive for many fast-food restaurants
• Difficult to integrate with existing systems
• A different system would be required for different restaurant chains
• Such an electronic system does not provide flexibility in ordering
At least one response to the survey specifically mentioned these concerns:
“I feel the electronic device option would be quite costly and time-consuming as
many deaf persons are not good readers, spellers or typists and there would be much
more confusion in ordering than a face-to-face speak/write or point option.”
Drive-Thru Access: Survey Report
11
Pushbutton Alert and Alternative Order System – Inspiration for Order Assist
We then evaluated the second most popular option – a system with a call button allowing
drivers to push it, and pull ahead, where they can place their order in an alternative
manner (paper and pen, paper menu, picture menu, etc.) We found these to be wellreceived,
affordable, dignified, and flexible. These systems have been installed in a few
locations and have generated a positive response.
• “McDonald’s in Jacksonville Illinois is good because they have a button that informs the
teller I am deaf and then lets me place my order at the pay window.”
• “[I like] a push button and tell them that I am deaf and cannot hear the speaker and wait
for them to come to me at the parking stalls (Sonic Restaurant in Northern CA.)”
• “There was a button that you can push to letting them know a hearing impaired is driving
by. It was located in Washington DC near Gallaudet University.”
• “I usually push the bell button to let the employees know I’m deaf and drive up to the
pick-up window - as suggested by the employees - never had any problem with them
(Taco Bell).”
Many additional comments supported this concept:
• “I would like to see a special button that I could push to tell them to send help or a sound
that informs them that I can’t hear the speaker.”
• “I would like it if there a ‘Press button and wait a short time’ then say: I am deaf and
cannot give you my order I will drive up to the window to place my order. Then I can
drive up to window.”
• “I believe a ‘flag’ button would help to inform someone at window that someone is
coming up to the window without ordering through the menu.”'
• “Best Solution: Install a push button to let them know the Deaf Driver pulls up and will
place an order.”
• “Maybe have some way to signal the order-taker at the speaker phone by pressing a
signal button or something in order to alert the person that a paper order menu pad
would be needed and would avoid misunderstandings and frustration on both parts.”
• “So the call button which makes me feel lobotomized but does give fair warning to the
window workers not to have an attitude when we skip the menu board. And they would
have the order forms ready.”
• “Write down order from menu speaking area hit the call button then give the order to the
employee up front”
• “They can install push button to indicate them we’re deaf and install pocket of papers
with menu and chained pencil.”
From these responses and this inspiration we are proud to introduce our “OrderAssist”
solution for Drive-Thru restaurants. Please call us at 1-866-232-5487 (TTY: 312-444-1967)
or email us at phughes@inclusionsolutions.com for more information. Please feel free to
share these results.
9. Do you think that using the Drive-
Thru at restaurants is… Very easy 11.4%
Somewhat easy 10.6%
Satisfactory 9.2%
Somewhat difficult 32.4%
Very difficult 22.4%
I do not use Drive-
Thrus, this doesn't
apply to me 13.9%
10. Do you avoid Drive-Thrus? Yes 48.2%
No 51.8%
11. Have you ever had difficulty
placing your order at a drive-up
window as a result of a
communication problem? Yes 78.4%
No 21.6%
12. Have you ever left a fast food
restaurant without making a
purchase because you couldn’t
communicate with the staff? Yes 41.6%
No 58.4%
13. Did you ever have this
experience when the main restaurant
lobby was closed and the Drive-Thru
was the only means of visiting the
restaurant but you were not able to
use the Drive-Thru? Yes 57.9%
No 42.1%
Drive-Thru Access: Survey Report
7
Responses to Potential
Solutions to the Problem:
A. Restaurant does nothing. This
problem doesn’t need to be fixed.
I like/agree with this
approach 18.1%
I am neutral about
this approach 23.3%
I do not like/agree
with this approach 58.7%
B. Restaurant installs electronic
ordering system at Menu Board
(TTY/Electronic system to
interactively place order)
I like/agree with this
approach
86.1%
I am neutral about
this approach 10.1%
I do not like/agree
with this approach 3.8%
C. Restaurant installs a call button
letting the employee know that the
customer needs assistance.
Customer pulls up to Pick-Up
Window and places order with
employee there (through pad and
paper, picture menu, or other
alternative).
I like/agree with this
approach 62.7%
I am neutral about
this approach 20.4%
I do not like/agree
with this approach 16.9%
Drive-Thru Access: Survey Report
8
16. When using the Drive-Thru, what
is the best way to place your order?
The staff person
hands you a plastic
menu and you point
at your choices. 28.3%
The staff provides a
paper menu and/or
order form so you
can write down your
selection. 37.0%
Other 34.7%
Propensity of customers to
support restaurants with
accessible Drive-Thru services:
17. Would you be more likely to visit
restaurants that put in a Drive-Thru
system to improve access for
persons who are deaf or hard of
hearing? Highly Likely 68.4%
Likely 24.0%
It would not be a
factor in my decision 7.6%
18. Is there a specific fast food
restaurant you consider to be a
leader on this issue? Yes 33.3%
No 66.7%
19. What is your top consideration
when choosing a Drive-Thru
restaurant? Price 8.5%
Accessibility 24.6%
Taste/Food quality 31.2%
Service/Attitude 23.2%
Location 6.2%
Other 6.2%
Drive-Thru Access: Survey Report
9
Additional Feedback
Sample comments of dissatisfaction:
• “BIG TIME BAD ATTITUDE toward deaf people as if we are infected! We all are human
beings and treat everyone fairly. Deaf people are no difference from hearing people; it’s
just that they can’t hear that’s all!”
• “I pulled up to the drive through window and the manager of the establishment told me to
leave because I didn’t order through the intercom”
• “They always make their facial expressions when I tell them that I’m hearing impaired. I
hate it!”
• “People don’t deal with me.. People give me an attitude.. People expect me to be
hearing as if every body on Earth is hearing..”
• “Fast Food places sometimes want to ignore customers like us!”
• “I have had people who work at the fast food restaurants get very impatient and not
order exactly what we want. I often get a rude attitude from them and leave feeling
insulted.”
• “Employee did not have paper and pen ready, and there were a lot of cars behind me,
then it took 5 minutes to put in order at pick up window. It was embarrassing for me, and
it probably pissed off a lot of car drivers behind me.”
• “I went into the restaurant but it was closed. The Drive-Thru was the only option for
service during the late night. How can I communicate with that worker? I flopped and
drove up to Drive-Thru and I wrote the note what I want to order the food. I did not care
that there were cars behind me. I was very hungry…”
• “Waiters/waitresses panic when deaf people are at their restaurant.”
• “On the way to work I had to get out of my car waiting in the line to order. I watched the
hearing people use the Drive-Thru... It is not FAIR!”
• “The employee asked me to park elsewhere and pick up the food inside while I had my
son sleeping in my car seat, which meant I had to wake him up to get the food.”
Some comment of satisfaction:
• “…gave me a menu to point out what I wanted to order. I was surprised they were kind
enough to provide excellent service for the deaf and hard of hearing”
• “…they allow their staff to come out and take order in person”
The Development of “Order Assist”
Drive-Thru Access: Survey Report
10
Based on the survey results, as well as discussions with advocates and others, Inclusion
Solutions has sought to create a dignified, affordable solution to the issue.
Our concerns, in developing this solution included:
• The solution must, first and foremost, be dignified for customers who are deaf or
hard-of-hearing.
• It must be universally designed and usable for not only a wide-range of
disabilities, but also for people with language barriers or other communication
difficulties
• It must be simple to install and should be able to work in conjunction with other
ordering systems without requiring a complete rebuilding of the ordering system
• It must give the customer flexibility in placing his/her order. For example, one
should be able to order a hamburger with any combination of sauces or
condiments available to the general population.
• It must have a concept that is simple enough so that customers and employees
understand it.
• It must be affordable so that any fast-food restaurant, whether corporate or
franchisee owned, can afford it easily
Electronic Menu Ordering System -- Analysis
A few restaurants have installed electronic push-button ordering systems that the deaf
can use without oral communication. We considered first the option of a widespread
electronic menu system, as this was the system that was favored by the largest
percentage of respondents. We rejected this concept for several reasons, including:
• Cost-prohibitive for many fast-food restaurants
• Difficult to integrate with existing systems
• A different system would be required for different restaurant chains
• Such an electronic system does not provide flexibility in ordering
At least one response to the survey specifically mentioned these concerns:
“I feel the electronic device option would be quite costly and time-consuming as
many deaf persons are not good readers, spellers or typists and there would be much
more confusion in ordering than a face-to-face speak/write or point option.”
Drive-Thru Access: Survey Report
11
Pushbutton Alert and Alternative Order System – Inspiration for Order Assist
We then evaluated the second most popular option – a system with a call button allowing
drivers to push it, and pull ahead, where they can place their order in an alternative
manner (paper and pen, paper menu, picture menu, etc.) We found these to be wellreceived,
affordable, dignified, and flexible. These systems have been installed in a few
locations and have generated a positive response.
• “McDonald’s in Jacksonville Illinois is good because they have a button that informs the
teller I am deaf and then lets me place my order at the pay window.”
• “[I like] a push button and tell them that I am deaf and cannot hear the speaker and wait
for them to come to me at the parking stalls (Sonic Restaurant in Northern CA.)”
• “There was a button that you can push to letting them know a hearing impaired is driving
by. It was located in Washington DC near Gallaudet University.”
• “I usually push the bell button to let the employees know I’m deaf and drive up to the
pick-up window - as suggested by the employees - never had any problem with them
(Taco Bell).”
Many additional comments supported this concept:
• “I would like to see a special button that I could push to tell them to send help or a sound
that informs them that I can’t hear the speaker.”
• “I would like it if there a ‘Press button and wait a short time’ then say: I am deaf and
cannot give you my order I will drive up to the window to place my order. Then I can
drive up to window.”
• “I believe a ‘flag’ button would help to inform someone at window that someone is
coming up to the window without ordering through the menu.”'
• “Best Solution: Install a push button to let them know the Deaf Driver pulls up and will
place an order.”
• “Maybe have some way to signal the order-taker at the speaker phone by pressing a
signal button or something in order to alert the person that a paper order menu pad
would be needed and would avoid misunderstandings and frustration on both parts.”
• “So the call button which makes me feel lobotomized but does give fair warning to the
window workers not to have an attitude when we skip the menu board. And they would
have the order forms ready.”
• “Write down order from menu speaking area hit the call button then give the order to the
employee up front”
• “They can install push button to indicate them we’re deaf and install pocket of papers
with menu and chained pencil.”
From these responses and this inspiration we are proud to introduce our “OrderAssist”
solution for Drive-Thru restaurants. Please call us at 1-866-232-5487 (TTY: 312-444-1967)
or email us at phughes@inclusionsolutions.com for more information. Please feel free to
share these results.
tekkmortal
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Mizz Deaf. I was in Missouri last night traveling with my dad to pick up something that he won on ebay. Anyway, we stopped at a truck stop in Mount Vernon, Missouri on the way home. A waitress must have seen my hearing aid so she came to be our waitress. She knew how to sign since her brother already knows how to sign. (I didn't ask if he is deaf or not). But it was funny that someone at a truck stop knows how to sign.
Teekie
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Interesting.. I often get some problems cuz some people can be bitchy if we passed the speaker and tell them we're deaf .. sometimes they do have this thing that if we spoke to the speaker and the order will come up on the screen but that dont often work..I was going to participate in the survey but it says its now finished.. darn oh well 
bmxer said:
I'm deaf and i use the drive thru alot
I simply request paper and pen and jot down my order and i get my food from the window rather than having to park ur car get out and walk to the counter (espcially when the weather is fucking cold BRRR)
*doing survey*
D
Deaf258
Guest
Bowak said:
Yup, and there was an email sent out with an pdf file attached. You can get the results of the survey and print it out for your favorite drive-thru restaurant to read and think about getting a device installed for the Deaf and disabled.
I saved the pdf to my website so you can download it to save, view or print.
http://deafbastard.webpipe.net/files/drivethru.pdf
Mizzou
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Update 2
Dear friends,
Thanks again for participating in our survey and continuing interest in making the drive-thru component of restaurants more accessible for those who are deaf, hard of hearing. We realized from the results that drive-thrus are a huge problem -- and one made even worse when the main dining room of restaurants are closed.
We followed the principles of the ADA in designing our solution -- dignified access without undue burden upon businesses. The solution had to be universally designed so that all could use it, it had to be simple enough for all to use, yet needed to be flexible enough to accept any number of combinations of food. We also determined that the solution had to be affordable and easy to install so that restaurants would be amenable.
This leads us to the introduction of our solution, Order Assist. We are considering adding a "deluxe" version of this system that would also include an induction loop coil. But we need all of your help in getting the word out to restaurants and advocates alike that there are solutions that are universally designed, dignified and affordable.
Attached is a flyer on OrderAssist (accessible versions available upon request). We look forward to hearing from each of you and possibly working together to make drive-thrus restaurants nationwide more accessible.
Sincerely,
Patrick Hughes, Jr.
President
Inclusion Solutions
6909 N. Western Avenue
Chicago, IL 60645
http://www.InclusionSolutions.com
Dear friends,
Thanks again for participating in our survey and continuing interest in making the drive-thru component of restaurants more accessible for those who are deaf, hard of hearing. We realized from the results that drive-thrus are a huge problem -- and one made even worse when the main dining room of restaurants are closed.
We followed the principles of the ADA in designing our solution -- dignified access without undue burden upon businesses. The solution had to be universally designed so that all could use it, it had to be simple enough for all to use, yet needed to be flexible enough to accept any number of combinations of food. We also determined that the solution had to be affordable and easy to install so that restaurants would be amenable.
This leads us to the introduction of our solution, Order Assist. We are considering adding a "deluxe" version of this system that would also include an induction loop coil. But we need all of your help in getting the word out to restaurants and advocates alike that there are solutions that are universally designed, dignified and affordable.
Attached is a flyer on OrderAssist (accessible versions available upon request). We look forward to hearing from each of you and possibly working together to make drive-thrus restaurants nationwide more accessible.
Sincerely,
Patrick Hughes, Jr.
President
Inclusion Solutions
6909 N. Western Avenue
Chicago, IL 60645
http://www.InclusionSolutions.com