Research reveals consumers’ favorite fast-food experiences
Chick-fil-A, Chipotle Mexican Grill, and Hardees deliver the best customer experience in the fast-food industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
Chick-fil-A, Chipotle Mexican Grill, and Hardees deliver the best customer experience in the fast-food industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
Chick-fil-A took the top spot out of the 24 fast-food restaurants included in this year’s ratings, earning a score of 83% and coming in 2nd place overall out of 331 companies across 20 industries. Chipotle and Hardees tied for second place, each with a rating of 82% and an overall rank of 4th.
The ratings of the top 10 fast-food restaurants in the 2017 Temkin Experience Ratings are as follows:
- Chick-fil-A: 83%
- Chipotle Mexican Grill: 82%
- Hardees: 82%
- Subway: 81%
- Arby’s: 80%
- KFC: 80%
- Baskin Robbins: 79%
- Dairy Queen: 79%
- Starbucks: 79%
- Dunkin’ Donuts: 78%
“It’s impressive that every single fast-food company we looked at delivers a customer experience that’s either ‘good’ or ‘excellent,’” said Bruce Temkin, managing partner of Temkin Group.
Overall, the fast-food industry averaged a 76% rating in the 2017 Temkin Experience Ratings and came in 2nd place out of 20 industries. The average rating of the industry improved by five percentage points between 2016 and 2017, going from 71.1% to 76.5%.
The ratings for all fast-food restaurants increased between 2016 and 2017, except for Taco Bell, whose score decreased by two percentage points. Baskin Robbins and KFC improved the most, each gaining 12 points in the last year.