Chick-fil-A and Papa John’s Lead Fast Food in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Chick-fil-A took the top spot for the fourth year in a row, earning a rating of 82%, which put it in 4th place out of 293 companies across 20 industries. Papa John’s—a newcomer to the Ratings—came in second with a rating of 81% and an overall ranking of 8th. Four other fast food chains earned an “excellent” rating: Dairy Queen, Panera Bread, Subway, and Sonic Drive-In. The only fast food company not to receive at least a “good” score was Jack in the Box, who received a rating of 67% and placed 128th overall.

Overall, the fast food industry averaged a 76% rating in the 2015 Temkin Experience Ratings and came in 2nd place out of 20 industries. It was also one of the 14 industries whose ratings declined in the past year, with its average decreasing by 2.0 percentage-points.

Here are some additional findings:

  • The ratings of all fast food chains in the Ratings are as follows: Chick-fil-A (82%), Papa John’s (81%), Dairy Queen (80%), Panera Bread (80%), Subway (80%), Sonic Drive-In (80%), Dunkin’ Donuts (78%), Pizza Hut (78%), Popeye’s (78%), Taco Bell (78%), Starbucks (77%), Chipotle Mexican Grill (77%), Wendy’s (77%), Arby’s (76%), Little Caesar’s (75%), Domino’s (74%), Panda Express (74%), KFC (74%), Burger King (73%), Hardees (72%), McDonalds (72%), and Jack in the Box (67%).
  • Dunkin’ Donuts (+2 points) and Taco Bell (+1 point) were the only fast food companies to improve their ratings between 2014 and 2015.
  • Jack in the Box (-9 points), Burger King (-7 points), Little Caesar’s (-5 points), and Domino’s (-5 points) declined by the most percentage-points between 2014 and 2015.

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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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