Chick-fil-A rules the fast-food roost when it comes to customer satisfaction – Chain Store Age
Customer satisfaction with fast-food and full-service restaurants is up, according to the American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery Study 2024. according to the
Customer satisfaction with fast-food and full-service restaurants is up, with both sectors skewing a bit more toward higher-income levels.
That’s according to the American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery Study 2024, which noted that households earning less than $75,000 a year are reducing their restaurant visits because of rising prices.
Fast-food restaurants
Although Chick-fil-A’s ACSI score dropped 2% to 83, it continues to leads the fast-food industry. The company’s long-term success is reflected in revenue: Chick-fil-A’s non-mall locations averaged $9.4 million revenue in 2023. That’s more than double that of McDonald’s while being open one day less per week (Chick-fil-A is closed on Sundays).
KFC finishes second at 81 (unchanged), appearing to hold on to highly loyal customers as competitors cut into its domestic market share, the report noted.
In other fast-food highlights:
•There is a four-way tie for third place at 80 between ACSI newcomer Culver’s, Panera Bread (up 5%), Arby’s (up 4%) and Starbucks (up 3%).
•Despite being well behind the leaders, Sonic makes the biggest leap in the industry, surging 6% to an ACSI score of 76, same as Wendy’s, up 3%.
•After slumping 1% and 3%, respectively, Jack in the Box and Popeyes fell toward the bottom at 72. Meanwhile, McDonald’s remains in last place even after improving 3% to an ACSI score of 71.
•Order accuracy (86), mobile quality (86), and mobile reliability (85) receive high scores as improving technology may be increasing accuracy in filling customer orders. In fact, mobile quality for fast food restaurants tops that of full-service chains.
•Fast food restaurants also receive high benchmarks for staff courtesy and both food and beverage quality (all 84), although sit-down chains outperform fast food on these measures.
•Fast-food restaurants also receive high benchmarks for staff courtesy and both food and beverage quality (all 84), although sit-down chains outperform fast food on these measures.
