We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Chick-fil-A and Subway deliver the best customer experience in the fast food industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.
Chick-fil-A took the top spot for the fifth year in a row with a rating of 78%, putting it in 3rd place out of 294 companies across 20 industries. Subway, meanwhile, came in second with a rating of 75% and an overall ranking of 12th.
At the other end of the spectrum, McDonalds and Burger King tied as the lowest scoring fast food restaurants. Each received a rating of 65%, putting them in 100th place. Only three other fast food chains failed to earn at least a “good” rating: Baskin Robbins, KFC, and Domino’s.
Overall, the fast food industry averaged a 71% rating in the 2016 Temkin Experience Ratings and placed 2nd out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 76% to 71%.
Here are some additional findings from the fast food industry:
- The ratings of all fast food chains in the Ratings are as follows: Chick-fil-A (78%), Subway (75%), IHOP (74%), Little Caesar’s (74%), Arby’s (73%), Taco Bell (73%), Hardees (73%), Dunkin’ Donuts (73%), Pizza Hut (72%), Dairy Queen (72%), Starbucks (71%), Wendy’s (71%), Jack in the Box (70%), Sonic Drive-In (70%), Domino’s (69%), KFC (68%), Baskin Robbins (66%), Burger King (65%), and McDonalds (65%).
- Jack in the Box (+2 points) and Hardees (+1 point) were the only fast food companies to improve their ratings between 2015 and 2016.
- Sonic Drive-In (-10 points), Dairy Queen (-9 points), and Burger King (-8 points) declined by the most percentage-points between 2015 and 2016.