Chick-fil-A continues to hold the top overall spot in the annual American Customer Satisfaction Index with a score of 87. The Atlanta-based chicken chain has topped the survey every year since it was added in 2015. Panera Bread Company and Papa John’s International Inc rounded out the top three.
For the first time in 20 years, Wendy’s Co. lost its top ranking in the annual American Customer Satisfaction Index. Burger King bested its rival in the 2017 survey released Tuesday with a score of 77, topping Wendy’s by a point. The two chains were tied at 76 last year in the annual industry evaluation, and Wendy’s stayed at that mark this year. However, Wendy’s is not likely sweating the loss as the brand continues to ride a wave of sales increases.
McDonald’s Corporation ranked the lowest of the four burger brands and at the bottom of the 17 limited-service chains in the index with a score of 69, also flat to last year. Satisfaction with limited-service brands (quick service, fast casual and pizza) was flat overall at 79.
According to the Ann Arbor, Michigan-based survey, customer service, order accuracy, restaurant cleanliness and food quality all have improved in the eyes of consumers. Food and beverage variety and website satisfaction both are down. That second point is interesting since it comes at a time when many brands are trying to generate more sales from web and mobile ordering.
The news is not better on the full-service side. As casual and family dining establishments face declines in customer visits and sales, its satisfaction score posted a 3.7 percent drop as well. The full-service segment includes 12 chains, a mix of classic casual dining like Applebee’s and Red Lobster and family-segment names like Cracker Barrel and Denny’s.
