WASHINGTON — Fast-food restaurants are catching up to sit-down establishments in customer satisfaction, and better-quality fast food ingredients are behind customers’ preference, an annual report finds.
The American Customer Satisfaction Index, released Wednesday, finds that satisfaction at what they call full-service restaurants still slightly outpaces those at limited-service operations, but the gap has closed — limited-service restaurants rose 2.6 percent to 79 on the ACSI’s 100-point scale, while full-service restaurants slid 1.2 percent to 81.
Claes Fornell, the chairman and founder of ACSI, said in a statement, “Americans are now spending more money dining out than shopping for groceries. Fast food restaurants appear to be capitalizing on this trend more than full-service restaurants, maintaining the lower prices and speedy service that has long defined the industry, while also appealing to health-conscious consumers via more diverse offerings and higher-quality ingredients.”
Chick-fil-A retained its title as the limited-service restaurant with the highest customer satisfaction, with a ranking of 87 out of 100. The only limited-service restaurant in the top 10 to fall in customer satisfaction was Chipotle. Its problems with food-borne illness dropped its ranking 6 percent.
McDonald’s was at the bottom of the restaurants ranked by ACSI, but even its score went up 3 percent, from 67 out of 100 to 69.
Have a look at the top 10 limited-service restaurants and how their scores changed from last year.
The ACSI report is based on 4,786 customer surveys collected in March 2016. The complete report can be downloaded free.
