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.
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.