Chick-fil-A and Sonic Drive-In Lead Fast Food Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Chick-fil-A led the food chains for the third year in a row, landing it in 3rd place overall out of 268 companies across 19 industries. Sonic Drive-In came in a very close second with an overall ranking of 5th. Five other fast food chains earned an “excellent” rating:  Dairy Queen, Starbucks, Little Caesar’s, Subway, and Burger King. The food chains with the lowest rated customer experience are McDonalds, Baskin Robins, and Orange Julius.

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Here are some additional findings from the fast food industry:

  • The ratings of all fast food chains in the 2014 Temkin Experience Ratings are as follows: Chick-fil-A (83%), Sonic Drive-In (82%), Dairy Queen (81%), Starbucks (81%), Little Caesar’s (80%), Subway (80%), Burger King (80%), Pizza Hut (79%), Domino’s (79%), Wendy’s (79%), Arby’s (77%), Taco Bell (77%), Dunkin’ Donuts (76%), Jack in the Box (76%), Hardees (76%), KFC (76%), Quiznos (75%), McDonalds (75%), Baskin Robbins (73%), and Orange Julius (71%).
  • KFC (+9 points), Burger King (+5 points), Wendy’s (+5 points), and Taco Bell (+5 points) improved their ratings the most between 2013 and 2014.
  • Dunkin’ Donuts (-4 points), Arby’s (-2 points), and Jack in the Box (-2 points) were the only fast food chains whose ratings declined between 2013 and 2014.
  • Overall, the fast food industry averaged a 78% rating in the 2014 Temkin Experience Ratings and placed 2nd out of 19 industries. It was also one of the 15 industries to improve its rating over the past year, increasing its average by 2.2 percentage points.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

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Download entire dataset for $395

To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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