I compared mobile ordering at Starbucks and Dunkin', and one brand clearly has it mastered
Mary Meisenzahl  Â
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 Donuts REUTERS/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
Source: QSR Magazine
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'
Source: Insider
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
Do you have a story to share about a retail or restaurant chain? Email this reporter at mmeisenzahl@businessinsider.com.
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