Chick-fil-A leads the field in the latest results from the American Customer Satisfaction Index (ACSI).
From an overall perspective, it was a good year for quick service, as satisfaction upped 1.3 percent to an ACSI score of 80. The data, which also measures full-service brands, is based on int
erviews with 22,522 customers at random.
They are asked to evaluate their recent experiences with the largest brands in terms of market share, plus an aggregate category consisting of “all other or smaller” restaurants.
From there, the data goes into ACSI’s cause-and-effect econometric model, which estimates customer satisfaction as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value. The ACSI model, in turn, links customer satisfaction with the survey-measured outcomes of customer complaints and customer loyalty.
Chick-fil-A once again led the field with a score of 87, which is its third straight year hitting the mark, which is the highest of any restaurant chain, full or limited service (Texas Roadhouse topped the sit-down category with an 82). Chick-fil-A, which has more than 2,200 restaurants in 47 states and Washington, D.C., reported over $9 billion in revenue in 2017, marking 50 consecutive years of sales growth.
