According to new report by the American Customer Satisfaction Index (ACSI), a group that surveys consumer habits, Chick-Fil-A is America’s favorite fast-food restaurant chain.Every year, the American Consumer Satisfaction Index (ACSI) releases a report on America’s favorability towards customer service across many different companies.
Advertisement
Fast-casual concepts have typically enjoyed higher customer satisfaction than other limited-service chains, thanks to their focus on quality even at a higher price point.
The survey [pdf] focuses on dining experience, which includes customer service (online and face to face), ordertaking accuracy, food quality and restaurant cleanliness.
Papa John’s ranks second on the list, up four points to garner a score of 82.
Despite these high scores, Chick-fil-A has angered many consumers with its anti-gay politics (in 2012, the president of the company said he was against gay marriage), and some customers still refuse to go to the restaurant because of this.
“It’s still not the level of quality of a sit-down restaurant, but it’s better than it has been”, VanAmburg told NBC News. This is a 5 percent jump from last year’s score.
At a time when restaurants are testing out new menu items in an effort to draw in more customers (kale, anyone?), Chick-fil-A has been sticking to its roots.
Chipotle’s score tumbled 6 percent from past year and came in just under the overall average at 78.
ACSI Managing Director David VanAmburg said, “Higher quality drives the improving scores for the industry, but quality issues relating to food-borne illnesses knock down Chipotle”. Little Caesars had the biggest improvement in the entire fast food category, up 9 percent to 81, landing just below Papa John’s. Once again, McDonald’s came in last at 69, but it was up three percent from a year ago.
Chipotle Mexican Grill took the biggest hit, dropping six percent to 78.
Other chains: Dunkin’ Donuts and Subway (80), Domino’s and KFC (78), Pizza Hut (77), Starbucks and Taco Bell (75).
Fast food restaurants are doing much better and gaining ground on their full service counterparts. Burger King and Wendy’s are up 6 percent and 4 percent, respectively, to 76.
Advertisement
Restaurant-retail hybrid Cracker Barrel rises 4 percent to take first place with an ACSI score of 83. Darden’s LongHorn Steakhouse and Texas Roadhouse tied at 82.
