DETROIT (WWJ) – From fried chicken and burgers to pizza and ice cream, which fast food places are customers most satisfied with? A recent report asked consumers just that and the results might just surprise you.
The research, which is based on a survey of 10,000 U.S. consumers, includes 17 fast food chains: Arby’s, Burger King, Chick-fil-A, Dairy Queen, Domino’s, Dunkin’ Donuts, Hardees, Jack in the Box, KFC, Little Caesar’s, McDonalds, Pizza Hut, Sonic Drive-In, Starbucks, Subway, Taco Bell and Wendy’s.
The report found that Chick-fil-A, Starbucks and Subway earned the top customer experience ratings in the industry. The three leading fast food chains are the only ones in the industry to earn “excellent” customer experience ratings. Eleven of the 17 fast food chains earned “good” ratings while the bottom three—Hardees, Domino’s, and Jack in the Box—earned “okay” ratings.
The results, distributed by Temkin Experience Ratings, were part of a large-scale research study to rate more than 200 companies across 18 industries. The overall fast food industry earned the second spot out of 18 industries, slightly behind grocery chains but well ahead of other industries.
The Temkin Experience Ratings evaluates three dimensions of customer experience:
- Functional: Does the company meet consumers’ needs?
- Accessible: How easy is it for consumers to do what they are trying to do?
- Emotional: How do consumers feel about their interactions with companies?
Starbucks and Subway received the highest functional ratings while Domino’s and Jack in the Box received the lowest. Subway received the highest accessible ratings while Hardees and Jack in the Box received the lowest. Chick-fil-A and Starbucks received the highest emotional ratings while Hardees received the lowest.