Temkin Experience Ratings Industry Snapshot: Fast Food

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Temkin Experience Ratings: Customer Experience Benchmark of Fast Food RestaurantsCongratulations to Subway and Popeye’s Louisiana Kitchen for earning the top customer experience ratings in the fast food industry.

Subway took the top spot out of the 24 fast food chains included in this year’s Ratings, earning a score of 83% and placing second overall out of 318 companies across 20 industries. Popeye’s came in a close second with a rating of 81% and an overall rank of 12th. Two other fast food chains received “excellent” ratings: Panera Bread and Little Caesar’s, both of which received a score of 80% and placed 17th overall.

Overall, the fast food industry averaged a 76% rating in the 2018 Temkin Experience Ratings and came in 2nd place out of 20 industries. The average rating of the industry declined by 0.4 percentage-points between 2017 and 2018, dropping from 76.5% to 76.1%.

Taco Bell’s customer experience score improved the most over the previous year, gaining seven percentage-points. Hardee’s score, on the other hand, declined the most, dropping by eight points.

You can download the free report or purchase the dataset.

 

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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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