Chick-fil-A and Subway Earn Top Customer Experience Ratings for Fast Food Chains

Temkin Experience Ratings

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%.

1605_FastFood_Rank

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.

1605_FastFood_IndustryAv 1605_FastFood_Overall

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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