Chipotle is fixing one of its customers' top complaints

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Chipotle is fixing a top customer complaint by making online ordering much faster and more efficient.

This week the company rolled out a new system for fulfilling online orders at restaurants nationwide after months of testing the new strategy.

Chipotle restaurants through the years

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Chipotle restaurants through the years
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Chipotle restaurants through the years
DENVER, CO - FEBRUARY 9: Steve Ells, 32, owner of the Chipotle Mexican Grill restaurant chain, in front of one of his stores at 32nd & Lowell Blvd. in Denver, Colorado on Monday, Feb. 9, 1998. (Photo by Hyoung Chang/The Denver Post via Getty Images)
Exterior of the Chipotle restaurant on Wisconsin Ave. NW Washington, D.C. (Photo by Michael Williamson/The Washington Post/Getty Images)
GLENVIEW, IL - DECEMBER 02: Activity is seen near the order-counter area inside a Chipotle restaurant December 2, 2005 in Glenview, Illinois. McDonald's Corp., owners of 92 percent of Chipotle, are preparing its Mexican-style eateries for an initial public offering. (Photo by Tim Boyle/Getty Images)
CHICAGO - JANUARY 26: The Chipoltle Mexican Grill logo is painted on the door of one of the Chain's restaurants in the trendy Bucktown neighborhood January 26, 2006 in Chicago, Illinois. McDonald's spin-off of the restaurant chain ended the day with the Initial Public Offering (IPO) closing at $44, double its opening price. It was the best opening day gain by a U.S.-based IPO in more than five years. (Photo by Scott Olson/Getty Images)
UNITED STATES - JANUARY 26: Workers prepares meals at Chipotle Mexican Grill in West Bloomfield, Michigan on Thursday, January 26, 2006. Chipotle Mexican Grill Inc.'s shares more than doubled on the first day of trading after McDonald's Corp. took the fast-growing chain public. (Photo by Jeff Kowalsky/Bloomberg via Getty Images)
DENVER, CO - JANUARY 26: The original Chipotle restaurant at 1644 E. Evans Ave in Denver, shown here on Jauary 26, 2006. (Photo by Cyrus McCrimmon/The Denver Post via Getty Images)
A Chipotle burrito in it's signature aluminum wrap on Friday, February 12, 2010. Burrito was that the original location on E. Evans Ave. Cyrus McCrimmon, The Denver Post (Photo By Cyrus McCrimmon/The Denver Post via Getty Images)
Chipotle burritos at the original location on E. Evans Ave. Bryan Sawyer who eats about 3 times a week at the Chipotle eats a steak black bean burrito on Friday, February 12, 2010. Cyrus McCrimmon, The Denver Post (Photo By Cyrus McCrimmon/The Denver Post via Getty Images)
Gregory Rec/Staff Photographer: -- Kyle Braley stirs a tomatillo green chili salsa at Chipotle Mexican Grill in South Portland on Monday, December 13, 2010. The popular restaurant chain, which serves naturally-raised beef, chicken and pork, has its grand opening today. (Photo by Gregory Rec/Portland Press Herald via Getty Images)
A pedestrian walks into a Chipotle Mexican Grill Inc. location in New York, U.S., on Wednesday, Oct. 17, 2012. Chipotle, the best- performing restaurant stock in the Standard & Poor's 500 Index last year, is expected to release earnings data on Oct. 18. Photographer: Scott Eells/Bloomberg via Getty Images
The Chipotle Mexican Grill Inc. logo is displayed on a paper bag at a location in New York, U.S., on Wednesday, Oct. 17, 2012. Chipotle, the best- performing restaurant stock in the Standard & Poor's 500 Index last year, is expected to release earnings data on Oct. 18. Photographer: Scott Eells/Bloomberg via Getty Images
Chipotle Mexican Grill Inc. employees prepare food at a location in New York, U.S., on Wednesday, Oct. 17, 2012. Chipotle, the best- performing restaurant stock in the Standard & Poor's 500 Index last year, is expected to release earnings data on Oct. 18. Photographer: Scott Eells/Bloomberg via Getty Images
A steak burrito is arranged for a photograph with a drink and bags of chips at a Chipotle Mexican Grill Inc. restaurant in Hollywood, California, U.S., on Tuesday, July 16, 2013. Chipotle Mexican Grill Inc. is scheduled to release earnings data on July 18. Photographer: Patrick T. Fallon/Bloomberg via Getty Images
A employee sprinkles cheese on a burrito at a Chipotle Mexican Grill Inc. restaurant in Hollywood, California, U.S., on Tuesday, July 16, 2013. Chipotle Mexican Grill Inc. is scheduled to release earnings data on July 18. Photographer: Patrick T. Fallon/Bloomberg via Getty Images
Employees prepare lunch orders at a Chipotle Mexican Grill restaurant at Madison Square Park in New York, U.S., on Wednesday, Jan. 29, 2014. Chipotle Mexican Grill Inc. is expected to release earnings figures on Jan. 30. Photographer: Craig Warga/Bloomberg via Getty Images
Employees prepare lunch orders at a Chipotle Mexican Grill restaurant at Madison Square Park in New York, U.S., on Wednesday, Jan. 29, 2014. Chipotle Mexican Grill Inc. is expected to release earnings figures on Jan. 30. Photographer: Craig Warga/Bloomberg via Getty Images
MIAMI, FL - MARCH 05: A Chipotle restaurant is seen on March 5, 2014 in Miami, Florida. The Mexican fast food chain is reported to have tossed around the idea that it would temporarily suspend sales of guacamole due to an increase in food costs. (Photo by Joe Raedle/Getty Images)
A Chipotle eatery in the Financial District of Manhattan NYC viewed from the outside looking in shows the interior design as well as people eating & talking, & also reflects the urban building from across the street in the upper left corner of the window
NEW YORK CITY, NEW YORK, UNITED STATES - 2015/10/18: Restaurants in USA: Chipotle Mexican Grill Chipotle Mexican Grill, Inc. is a chain of restaurants in the United States, United Kingdom, Canada, Germany, and France, specializing in Mission burritos and tacos. (Photo by Roberto Machado Noa/LightRocket via Getty Images)
NEW YORK, NEW YORK -- FEBRUARY 8: A sign sits in the window of a Chipotle restaurant on Broadway in Lower Manhattan telling customers the restaurant is closed until 3 p.m. on February 8, 2016 in New York City. The Mexican food chain is closing stores for lunch nationwide for a meeting on food safety following a number of E. coli outbreaks. (Photo by Andrew Renneisen/Getty Images)
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The strategy, which Chipotle calls "smarter pickup times," reduced wait times for online orders by as much as 50% during testing.

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It also resulted in an increase in the total number of digital orders to "record levels," according to the company.

If the national rollout is successful, this would be a major improvement for Chipotle, which previously had an average wait time of between 20 minutes and 30 minutes from the time food is ordered to when it's ready for pickup.

By comparison, Starbucks mobile orders during peak morning periods are typically ready three to seven minutes after ordering, and Chick-fil-A prepares mobile orders immediately, as soon as customers arrive at the restaurant.

Under its old digital ordering system, Chipotle allowed restaurants to individually set customer wait times for online orders.

Now, the "smarter pickup" technology sets wait times automatically based on each individual restaurant's level of demand at any given time.

To prevent restaurants from getting overwhelmed by the online orders, Chipotle has assigned teams of workers in the back of its restaurants to prepare those meals.

"Most people don't know that nearly every Chipotle has an extra make-line in the back of the restaurant where orders can be prepared without disrupting service on the main line," Chipotle chief marketing officer Mark Crumpacker said in a statement. "Smarter pickup times enhances this capability by dynamically scheduling orders and generating accurate wait times based on the current volume of orders. This allows us to prepare more digital orders while simultaneously improving the customer experience."

To further improve the ordering experience, Chipotle is also testing tablets in restaurants that will allow people to order and pay for their food without interacting with employees.

RELATED: Hacks to saving money at Chipotle

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Hacks to saving money at Chipotle
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Hacks to saving money at Chipotle
1. Ask for ‘half and half’ meat

You can get more for your money if you request that the server split your serving of meat into two varieties.

“When you ask for ‘half and half,’ the server tends to be generous on measuring a half serving,” said Kyle James, founder of coupon site Rather-Be-Shopping.com and a regular Chipotle customer. The end result is a bigger, more delicious burrito.

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2. Ask for both types of rice and beans

If you really want to super-size your burrito, ask for both white and brown rice, as well as black and pinto beans.

Dylan Grosz, an intern for the website ApartmentList.com, conducted an experiment to see which strategies would net more burrito at no extra cost and wrote about his findings. After ordering five burritos a day for several days, he found that Chipotle customers could get double the rice and beans, simply by asking for both types of each. Best of all, there’s no extra charge for these added ingredients.

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3. Get extra fillings for free

It costs extra — $1.95, according to Chipotle’s online menu — to add guacamole to your burrito. However, there are other fillings you can get for free, if you know enough to ask. Grosz found that servers rarely ask customers if they want to add fajita veggies or chili-corn salsa, but these extras are free and can round out a meat-heavy meal. They also increase the overall amount of food you get at no extra cost.

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4. Opt for the burrito bowl

Rather than ordering your burrito wrapped in a tortilla, get it in a bowl to net more food, James said. Ask for “half and half” meat and then, as the server fills the bowl with your favorite toppings, politely ask for a little bit more of each.

“Before you know it, your bowl will be huge and can often feed two average adults for under $9,” said James, who eats at Chipotle at least five times a month.

You can even ask for a tortilla on the side. Create the burrito experience on your own, with an even bigger burrito than you’d get by ordering one.

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5. Order the kid’s meal for yourself

To avoid overeating and overspending, order a kid’s meal, said Ashley Eneriz, a contributor to the personal finance blog MoneyNing.com. The portions are generous and include two tortillas, three sides (such as meat, cheese and rice), a drink and fruit or chips. If the server says you can’t order the this meal because you’re not a kid, just request something else.

“As long as you are nice about it, then there won’t ever be any issues,” Eneriz said.

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6. Look for gift card promotions

Chipotle occasionally offers special promotions on gift cards — especially around the holidays, James said. For example, one of the more common offers is a free burrito with the purchase of a gift card worth $25 or more. So, if you frequently eat at Chipotle, you can use the gift card yourself.

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7. Keep your eye open for freebies

Sometimes, Chipotle hands out free food to its customers. For example, on April 16, the chain offered youth soccer players under the age of 14 a “buy-one-get-one-free” deal on burritos, bowls, salads or tacos. All they had to do was show up in their team uniforms.

The restaurant also offered free burritos to people in the wake of closing its stores for a day to train employees on the new safety measures. Follow Chipotle on Facebook or Twitter to learn about its latest promotions.

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8. Wear a costume

You can score burritos at a discount if you’re willing to dress up — not in a coat and tie but a costume. James said that, every Halloween, Chipotle offers a burrito for only $3 if you come in wearing a costume.

Typically, Chipotle has a theme that customers must adhere to in order to get the discounted “boorito.” So, be sure to check the fast-food giant’s website or social media pages to find out what the theme is before creating your look.

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9. Be friendly to the staff

If you regularly eat at Chipotle, go out of your way to be nice to the servers.

“Being friendly to the staff is a really great way to score some savings,” Eneriz said. “You’ll get a bigger portion most of the time, and you’ll not only make the server’s life more pleasant but yours, too.”

Via GoBankingRates

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