Wendy’s has begun its major 200-store rollout across Australia, seizing the opportunity to introduce new concepts and technology along the way.
Since opening its first store in early 2025 along the popular Surfer’s Paradise promenade, Wendy’s has now expanded to three outlets. The second saw the QSR giant move up the road to Brisbane’s CBD in October, and in June 2026, its first drive-thru location opened in Dandenong South in Victoria.
Its main priority currently is to test whether face-to-face lane service can support its push towards 200 restaurants nationwide over the next ten years.
Drive-thrus will play a pivotal role in the rollout of Wendy’s growth plan in Australia, as convenience remains a core expectation for quick-service restaurant customers.
Wendy’s new Dandenong South location was selected due to its ideal location on the southeast of Victoria’s growth corridor, and the highly accessible customer base within the area. It also benefited from being a conversion from another drive-thru operator, which ultimately reduced construction complexity as much of the existing framework had already been completed.
While many QSR operators have focused on the switch to AI-based ordering systems, specifically within the drive-thru, Wendy’s has opted to put crew members front and centre across its operations. This approach has been chosen largely because it reflects customer demand for stronger human connection, as many chains globally adopt new technologies that limit this.
Face-to-face ordering can improve accuracy because staff can hear orders directly, confirm them with customers and take payment at the same point.
Wendy’s has found that the more society adopts certain technologies, the more customers want to connect with not just brands, but the people operating the brands.
Feedback has indicated that crew members were also energised by direct customer contact, with some preferring to work on lane service rather than in the kitchen. This model has also helped younger staff to gain confidence throughout interactions with customers.
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