Chick-fil-A, Chipotle, and Hardees Earn Top Customer Experience Ratings for Fast Food Companies

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Chick-fil-A, Chipotle Mexican Grill, and Hardees deliver the best customer experience in the fast food industry, according to the 2017 Temkin Experience Ratings.

Chick-fil-A took the top spot out of the 24 fast food restaurants included in this year’s ratings, earning a score of 83% and coming in 2nd place overall out of 331 companies across 20 industries. Chipotle and Hardees tied for second place, each with a rating of 82% and an overall rank of 4th.

Overall, the fast food industry averaged a 76% rating in the 2017 Temkin Experience Ratings and came in 2nd place out of 20 industries. The average rating of the industry improved by five percentage-points between 2016 and 2017, going from 71.1% to 76.5%.

The ratings for all fast food restaurants increased between 2016 and 2017, except for Taco Bell, whose score decreased by two percentage-points. Baskin Robbins and KFC improved the most, each gaining 12 points in the last year.

See our FAQs about the Temkin Experience Ratings.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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