Chick-fil-A tops in customer satisfaction, says report

The report was compiled by American Customer Satisfaction Index and looked at 5,023 customer surveys collected in the first quarter of 2015.

Chick-fil-A. WFLA file photo.
Chick-fil-A. WFLA file photo.

ANN ARBOR, Mich. (WFLA) – Chick-fil-A is tops when it comes to customer satisfaction, according to results of a new report.

The report was compiled by American Customer Satisfaction Index, a company that tracks customer satisfaction.  ACSI looked at 5,023 customer surveys collected in the first quarter of 2015. Chick-fil-A had the highest customer satisfaction with a score of 86 and McDonald’s was at the bottom of the list of limited-service restaurants with a score of 67.

Chick-fil-A. WFLA file photo.
SLIDESHOW: Check out America’s Favorite Fast Food Restaurants. 

Limited-Service Restaurants ACSI Scores

  • Chick-fil-A: 86
  • Chipotle Mexican Grill: 83
  • Panera Bread: 80
  • Papa John’s: 78
  • Pizza Hut: 78
  • Dunkin Donuts: 78
  • Subway: 77
  • Domino’s: 75
  • Little Caesars: 74
  • Starbucks: 74
  • Arby’s: 74
  • Wendy’s: 73
  • KFC: 73
  • Burger King: 72
  • Taco Bell: 72
  • Jack in the Box: 72
  • McDonald’s: 67

The report found that accuracy of a food order turned out to be the most important part of a customer’s dining experience.

2015 Customer Experience Benchmarks

  • Accuracy of Food Order: 86
  • Quality of Beverages: 84
  • Courtesy and Helpfulness of the Staff: 82
  • Layout and Cleanliness of the Restaurant: 82
  • Quality of Food: 82
  • Speed of Checkout or Delivery: 81
  • Variety of Food Items on the Menu: 81
  • Website Satisfaction: 80
  • Vareity of Beverages on the Menu: 80

The report also found that customers are less satisfied with fast food as preferences shift in favor of quality over price and customers’ discretionary income improves. “On the demand side, consumers with greater discretionary income seem to put quality ahead of price in their decision-making. On the supply side, restaurants are finding it harder to hire and retain qualified and motivated workers, which can have an adverse impact on service quality,” said Claes Fornell, ACSI Chairman and founder.

 

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