Opening the Door to a Better Customer Experience: Horton Sliding Door Installed at Dunkin’ Donuts

Many quick service restaurants (QSRs) have embraced automation in many ways, especially when it comes to self-service ordering kiosks and streamlining order management. Yet, one area often overlooked is customer accessibility, particularly at the entrance.

While drive-thrus may dominate, walk-in access is still a vital part of the customer journey, especially for those on foot or using mobility aids.

An interesting statistic presented by Magid in a survey conducted during the COVID pandemic revealed that 64% of consumers considered an earlier visit back to a restaurant if they had automatic doors installed, citing hygiene and touch-free convenience as key reasons.

Even before the pandemic, a survey conducted by the American Association of Automatic Door Manufacturers (AAADM) highlighted the following:

• 98.9% of consumers prefer automatic doors
• 84% of those prefer sliding automatic doors to bifold, swinging and rotating designs
• And most agree that automatic doors are essential for the elderly, people with disabilities or anyone carrying packages

Dunkin’ Upgrades for a Better Guest Experience

When a Dunkin’ Donuts location in Providence, Rhode Island, needed reliable, high-traffic door automation, they chose the Horton Automatics S2003 sliding door system to keep their entryway efficient and welcoming for guests – a choice that is surprisingly uncommon in the QSR world.

“You just don’t see this at fast food restaurants,” said Scott Morin, General Manager at Door Concepts, Inc.- the local branch of Door Services Corporation that completed the installation. “But maybe it’s time that changed.”

This is especially true for popular chains like Dunkin’ Donuts, where swing door setups with Horton 7100 LE operators are more common — often paired with drive-thru service to manage heavy traffic.

Automatic sliding doors are a staple at hospitals, airports, and retail stores — but walk into most fast-food restaurants, and you’ll be greeted by a pair of manual or low-energy swing doors. While those provide basic ADA compliance, they often lack the added ease and efficiency a sliding entrance brings.

But this particular Dunkin’ location broke the mold and Door Concepts, Inc., helped them do it!

Instead of swing doors, this location now welcomes guests with a Horton automatic sliding door at the main entrance — a rare but forward-thinking upgrade that speaks volumes about customer convenience and accessibility.

Why Sliding Doors in QSRs Are So Rare and

Why That Might Change:

• Space limitations and cost perceptions have historically kept them out.
• Drive-thru prioritization often overshadowed walk-in improvements.
• Most QSR standard designs default to manual or swing door setups.
• Consumers prefer sliding doors, and the benefits are hard to ignore!

The Advantages Are Clear:

• Faster, hands-free entry — ideal for guests with strollers, mobility aids, or multiple takeout bags
• Improved ADA compliance, customer experience and inclusivity
• Reduced door swing hazard in tight or high-traffic areas
• Better energy efficiency by reducing indoor-outdoor air exchange

This Dunkin’ install proves that even a single design choice can enhance the overall customer experience, especially in fast-paced environments where speed, access, and convenience matter most.

Unlocking Value

Another major reason to consider automatic sliding doors in QSR design is their potential to drive revenue by serving a broader and often underserved market.

A 2024 study by The Return on Disability Group (RoDG), highlighted the economic influence of over 1.6 billion people worldwide living with disabilities representing more than $18 trillion in spending power.

For restaurants and retailers, this presents a clear opportunity:

      The businesses that thrive will be those that design for functionality and experience, not just compliance.

Installing automatic sliding doors isn’t just about accessibility, it’s about making every guest feel welcome, capable, and valued. It’s a smart investment that supports both customer satisfaction and bottom-line performance.

A Look Ahead

As franchisees and facility planners look for ways to modernize and differentiate their locations, automatic sliding doors could become the next smart move in QSR design — not just for coffee chains, but across the fast-food industry.
 

Sources:
https://magid.com/news-insights/do-consumers-trust-their-restaurants-to-protect-their-health/
https://www.qsrmagazine.com/news/report-foodservice-lags-behind-use-automatic-doors/
https://www.newswire.ca/news-releases/unlocking-the-value-of-the-disability-market-with-new-2024-report-886192337.html

 

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