Chick-fil-A and Papa John’s Earn Top Customer Experience Ratings for Fast Food Chains

Chick-fil-A took the top spot for the fourth year in a row, earning a rating of 82%, which put it in 4^th place out of 293 companies across 20 industries. Papa John’s—a newcomer to the Ratings—came in second with a rating of 81% and an overall ranking of 8^th. Four other fast food chains earned an “excellent” rating: Dairy Queen, Panera Bread, Subway, and Sonic Drive-In. The only fast food company not to receive at least a “good” score was Jack in the Box, who received a rating of 67%and placed 128^th overall.

Overall, the fast food industry averaged a 76% rating in the 2015 Temkin Experience Ratings and came in 2^nd place out of 20 industries. It was also one of the 14 industries whose ratings declined in the past year, with its average decreasing by 2.0 percentage-points.

“The fact that Chick-fil-A can stand out, year after year, for its customer experience amid such tough competition is really impressive,” states Bruce Temkin, managing partner of Temkin Group.

Here are some additional findings from the fast food industry:

• The ratings of all fast food chains in the Ratings are as follows: Chick-fil-A (82%), Papa John’s (81%), Dairy Queen (80%),Panera Bread (80%), Subway (80%), Sonic Drive-In (80%), Dunkin’ Donuts (78%), Pizza Hut (78%), Popeye’s (78%), Taco Bell (78%), Starbucks (77%), Chipotle Mexican Grill (77%), Wendy’s (77%), Arby’s (76%), Little Caesar’s (75%), Domino’s(74%), Panda Express (74%), KFC (74%), Burger King (73%), Hardees (72%), McDonalds (72%), and Jack in the Box (67%).
• Dunkin’ Donuts (+2 points) and Taco Bell (+1 point) were the only fast food companies to improve their ratings between 2014 and 2015.
• Jack in the Box (-9 points), Burger King (-7 points), Little Caesar’s (-5 points), and Domino’s (-5 points) declined by the most percentage-points between 2014 and 2015.

posted 4/23/15 by Andrea Gonzalez