Ray Piccione's questions to Portillos Inc (PTLO) leadership • Q4 2024
Question
Ray Piccione provided detailed customer feedback on the drive-thru experience, asking what fundamental changes are being made to improve speed and address operational issues.
Answer
CEO Michael Osanloo acknowledged that drive-thru times are about 45 seconds slower than pre-COVID and that reclaiming this speed is a top priority. He addressed the specific operational feedback as an anomaly that is not standard procedure and noted that newer restaurants have design improvements like air curtains. He affirmed the goal is not just to return to previous speeds but to become faster than ever.