Texas Roadhouse, Chick-fil-A take rank No. 1 in U.S. customer satisfaction

The restaurant scores are in, and there are mixed reviews. Customer satisfaction with the accommodation and foodservices sector inched back slightly, down 0.6% to a score of 78.9 (on a scale of 0 to 100), according to the American Customer Satisfaction Index’s (ACSI) Restaurant Report 2018–2019. The full-service restaurant industry maintained high and stable customer satisfaction while fast food slipped compared with a year ago. Regardless, stability marks both industries, with all chains either stable or moving by only 1% year-over-year.

“The restaurant industry faces challenges in everything from staffing shortages to competition from other vendors, like prepared foods from grocers and convenience stores,” said David VanAmburg, managing director at the ACSI. “Overall, foot traffic continues to decline, and restaurants are seeking to grow sales by relying on guests spending more per visit. Restaurants that focus on changing consumer tastes and preferences, however, could see the biggest boost in customer satisfaction.”

Following a 3.8% jump a year ago, customer satisfaction with full-service restaurants remains high and steady with an ACSI score of 81. Texas Roadhouse—unchanged over the past year—retains the top spot at 83. After falling 4% last year, Cracker Barrel turned things around, up 1% to second place at 82. Applebee’s (down 1%) and Denny’s (unchanged) are the bottom of the industry at 77.

Customer satisfaction with fast-food restaurants trails the full-service industry again, declining 1.3% to 79. Overall, the fast food customer experience shows some deterioration as major chains focus on technology and menu upgrades to meet shifting consumer preferences. Fast-food customers tend to be more price sensitive as well, and the industry sees a weakening in guest perceptions of value.

Chick-fil-A dipped 1% yet maintains a commanding lead across the entire sector with an ACSI score of 86. Panera Bread remained unchanged at 81, while four chains—Arby’s, Chipotle Mexican Grill, Papa John’s, and Pizza Hut—tied at 80.

The remaining chains were at or below the industry average. Domino’s (unchanged), Starbucks (up 1%), and Subway (down 1%) all scored 79. Dunkin’ and KFC (Yum! Brands) scored 78, followed by Little Caesars and Wendy’s, both steady at 77. Meanwhile, despite modernizing operations, including adding self-order kiosks, digital menu boards, and curbside pick-up for mobile orders, McDonald’s is stagnant at the low score of 69 for the fourth consecutive year.