Arthur J. Villasanta – Fourth Estate Contributor
Atlanta, GA, United States (4E) – For the third straight year, it’s Chick-Fil-A as the USA’s best fast-food restaurant in customer satisfaction.
The American Customer Satisfaction Index’s annual survey released yesterday continued to confirm Chick-Fil-A’s dominance of the highly competitive $200 billion fast-food business. Chick-Fil-A received a rating of 87 out of 100 for the third year in a row.
Panera Bread came in second with an 81 rating (from 82 in 2017), followed by Papa John’s (80), Pizza Hut (80), Subway (80), Arby’s (79), Chipotle Mexican Grill (79) and Domino’s (79). McDonald’s was well behind the average with a 69 rating. ACSI saw the average fast-food restaurant earning a rating of 80.
“The chicken specialist dominates the rankings with the highest score across both restaurant categories, and its food quality continues to rate higher than the competition,” said ACSI’s report.
Pizza Hut improved the most in its ACSI category with a five percent jump in customer satisfaction. Pizza Hut under Yum! Brands underwent changes that include a new rewards program and improvements in equipment, technology and marketing.
Among full-service restaurants, the Texas Roadhouse chain scored highest with an 83 rating. Cracker Barrel and LongHorn Steakhouse tied for second at 81. Behind them were Olive Garden (80), Outback Steakhouse (79), Red Lobster (79), Red Robin (79) and TGI Fridays (79). Americans named Taco Bell their favorite Mexican restaurant.
ACSI researchers interviewed about 250,000 customers about their satisfaction with more than 280 companies. ACSI’s rankings use a scale from zero to 100 points, with 100 being the best. Both categories scored restaurants on food accuracy; waitstaff behavior; food quality; beverage quality; restaurant cleanliness and layout; food variety; beverage variety and website satisfaction.
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