Chick-fil-A, Starbucks, and Subway Are CX Leaders in Fast Food

This post examines the 17 fast food chains included in the 2012 Temkin Experience Ratings.

Chick-fil-A, Starbucks, and Subway earned the top customer experience ratings in the industry and are tied for third spot across all 206 companies. 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 overall fast food industry earned the second spot out of 18 industries, slightly behind grocery chains but well ahead of other industries.

Other highlights from the research include:

  • 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.

Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.

The bottom line: Most fast food chains deliver solid CX

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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