I compared mobile ordering at Starbucks and Dunkin', and one brand clearly has it mastered

Mary MeisenzahlNov 19, 2022, 19:54 IST

David L. Ryan/The Boston Globe via Getty Images CFOTO/Future Publishing via Getty Images

Starbucks and Dunkin' both have thousands of US stores with a robust digital business.
Dunkin' can do mobile orders right, but the results are very inconsistent.

Starbucks and Dunkin' are two of the most prominent US coffee chains in the US.

It's just Dunkin' now.Dunkin'

Starbucks has more than 25,000 US locations, and Dunkin' has about 9,500.

Starbucks.Scott Olson/Getty Images

Dunkin' is privately held, so sales can't be compared head to head.

Dunkin DonutsREUTERS/Mario Anzuoni

I visited each coffee shop in the Rochester, New York area to compare how they handle mobile orders.

Mary Meisenzahl/Insider

Mobile ordering has exploded at both chains since 2020, and continues to be popular with customers even as dining rooms have reopened.

Mary Meisenzahl/Insider

Dunkin' just changed its rewards system, which also altered the way the app looks.

Dunkin'

The app is a way to get rewards like free drinks, and it's also how I mobile ordered.

Dunkin'

One of the best features in my opinion is how easy Dunkin' makes it to reorder a previous purchase, which is very useful if you have a regular order.

Dunkin'

Bonus points and offers are easy to find under the "offers" tab.

Dunkin'

It's impossible to miss the deals in the app, so you can be sure you're getting whatever discounts you can.

Dunkin'

I'm not a fan of the new rewards system, which requires more spending to get free items, but I do think the design is attractive and easy to use.

Dunkin'

When you check out, you can easily add your frequent items.

Dunkin'

You can set the pickup time for ASAP, or any time after that in five-minute intervals.

Dunkin'

At checkout, you'll see a map of all the locations close to you.

Dunkin'

I chose to pick my order up ASAP, and headed to my chosen location.

Mary Meisenzahl/Insider

This location is typically less busy than nearby ones, because it doesn't have a drive-thru.

Mary Meisenzahl/Insider

This location, like most other Dunkin's I've been inside, had a sign and banner advertising mobile order pickup to the side of the cash register.

Mary Meisenzahl/Insider

People generally tend to gather around the pick up area, which was what I did too.

Mary Meisenzahl/Insider

Sometimes orders are left sitting on the counter to be claimed, but at this Dunkin' the worker was calling out customer names as they were ready.

Mary Meisenzahl/Insider

My order was ready within in a few minutes, and the worker asked if I needed a drink tray, which was very helpful.

Mary Meisenzahl/Insider

My experience at Dunkin' is generally hit or miss, and can be quite inconsistent, especially in the drive-thru.

A Dunkin' worker hands a coffee out of a drive-thru window wearing gloves and a mask as the Coronavirus continues to spread on March 17, 2020 in Norwell, Massachusetts.Matt Stone/MediaNews Group/Boston Herald

The app itself works well and is easy to use, but the resulting drinks are often inconsistent.

Mary Meisenzahl/Insider

I also visited Starbucks, where mobile orders made up over 40% of sales last quarter, the company says.

Mary Meisenzahl/Insider

Like Dunkin', the Starbucks app focuses on deals and offers for discount.

Starbucks

Starbucks' app is easy to use, with categories for different items. I've found it tends to be updated in real-time with what items are in stock.

Starbucks

The interface is similar to most fast food apps in 2022, with a location function to find the closest store.

Starbucks

At checkout, the app reminds you again of the eligible discount, which is very useful.

Starbucks

After placing my order, the app gave me an estimated pickup time about 15 minutes later.

Starbucks

That same screen also gives instructions for picking up the order when you arrive.

Starbucks

This Starbucks location was much busier than the Dunkin' I went to, with drive-thru and in-person lines.

Mary Meisenzahl/Insider

The line inside cleared up quickly, but other customers kept coming in to wait for mobile orders alongside me.

Mary Meisenzahl/Insider

Despite being significantly busier than Dunkin', Starbucks had a much better system for distributing mobile orders.

Mary Meisenzahl/Insider

Baristas still called out customers' names, but they were also placed alphabetically on the counter.

Mary Meisenzahl/Insider

My Starbucks order definitely took longer than the Dunkin' order, but it was ready at about the time estimated by the app.

Mary Meisenzahl/Insider

Starbucks' mobile ordering system isn't necessary faster, but I do think it's more consistent and smoother than Dunkin'.

Mary Meisenzahl/Insider

Both brands are fairly good at fulfilling mobile orders, but Starbucks has it down to a science.

Mary Meisenzahl/Insider

I visited Banana Republic and J.Crew to see which upscale mall clothing store is better and the winner had more variety

Cookies on the Business Insider India website

I compared mobile ordering at Starbucks and Dunkin', and one brand clearly has it mastered

Starbucks and Dunkin' are two of the most prominent US coffee chains in the US.

Starbucks has more than 25,000 US locations, and Dunkin' has about 9,500.

Dunkin' is privately held, so sales can't be compared head to head.

I visited each coffee shop in the Rochester, New York area to compare how they handle mobile orders.

Mobile ordering has exploded at both chains since 2020, and continues to be popular with customers even as dining rooms have reopened.

Dunkin' just changed its rewards system, which also altered the way the app looks.

The app is a way to get rewards like free drinks, and it's also how I mobile ordered.

One of the best features in my opinion is how easy Dunkin' makes it to reorder a previous purchase, which is very useful if you have a regular order.

Bonus points and offers are easy to find under the "offers" tab.

It's impossible to miss the deals in the app, so you can be sure you're getting whatever discounts you can.

I'm not a fan of the new rewards system, which requires more spending to get free items, but I do think the design is attractive and easy to use.

When you check out, you can easily add your frequent items.

You can set the pickup time for ASAP, or any time after that in five-minute intervals.

At checkout, you'll see a map of all the locations close to you.

I chose to pick my order up ASAP, and headed to my chosen location.

This location is typically less busy than nearby ones, because it doesn't have a drive-thru.

This location, like most other Dunkin's I've been inside, had a sign and banner advertising mobile order pickup to the side of the cash register.

People generally tend to gather around the pick up area, which was what I did too.

Sometimes orders are left sitting on the counter to be claimed, but at this Dunkin' the worker was calling out customer names as they were ready.

My order was ready within in a few minutes, and the worker asked if I needed a drink tray, which was very helpful.

My experience at Dunkin' is generally hit or miss, and can be quite inconsistent, especially in the drive-thru.

The app itself works well and is easy to use, but the resulting drinks are often inconsistent.

I also visited Starbucks, where mobile orders made up over 40% of sales last quarter, the company says.

Like Dunkin', the Starbucks app focuses on deals and offers for discount.

Starbucks' app is easy to use, with categories for different items. I've found it tends to be updated in real-time with what items are in stock.

The interface is similar to most fast food apps in 2022, with a location function to find the closest store.

At checkout, the app reminds you again of the eligible discount, which is very useful.

After placing my order, the app gave me an estimated pickup time about 15 minutes later.

That same screen also gives instructions for picking up the order when you arrive.

This Starbucks location was much busier than the Dunkin' I went to, with drive-thru and in-person lines.

The line inside cleared up quickly, but other customers kept coming in to wait for mobile orders alongside me.

Despite being significantly busier than Dunkin', Starbucks had a much better system for distributing mobile orders.

Baristas still called out customers' names, but they were also placed alphabetically on the counter.

My Starbucks order definitely took longer than the Dunkin' order, but it was ready at about the time estimated by the app.

Starbucks' mobile ordering system isn't necessary faster, but I do think it's more consistent and smoother than Dunkin'.

Both brands are fairly good at fulfilling mobile orders, but Starbucks has it down to a science.