The employees are definitely friendly. But sometimes the place seems understaffed and it can be hard to get people’s attention because they are spread thin.

I also think some of their processes are not convenient to the customer. For example, the person who takes my order (and repeats it back to me) is also the same person who then prepares all the drinks for my entire family, sometimes having to walk to the opposite fountain to do so, and also the same person who gets all our sauces, etc. The entire transaction at the register can take 5+ minutes, which is a bit annoying on its own but more importantly, it means the line moves slowly. They should always have (at least during the primary lunch and dinner hours) a separate person or two who does nothing other than assist the cashiers with drinks etc., getting things ready AS the customer places their order. It’s inefficient to have the same person who takes your order have to then pause for 3 minutes so she can go do all these other tasks.

I also don’t like that I can’t get my own refill. Partly because it often takes a while to get someone’s attention to even give me a refill (I feel bad pulling the employee away from the register given that she’s already doing too much and there’s already a line of people waiting on her). And partly because I’m a bit particular about how I want my drink prepared (the main problem at CFA is that they don’t use enough ice). Just let me get my own refill like many other fast food joints. It will save time for both me and the employees.