Chick-fil-A and Sonic Drive-In Lead Fast Food Industry in 2014 Temkin Experience Ratings
March 20, 2014 Leave a comment
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.
- 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:
To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings website