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

We 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 Read More …

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

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 Read More …

Chick-fil-A and Papa John’s Lead Fast Food in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Chick-fil-A took the top spot for the fourth year in a row, earning a rating of 82%, which put it in 4th place out of 293 companies across 20 industries. Papa John’s—a newcomer to the Ratings—came in second with a rating of 81% and an overall ranking of 8th. Four other fast food chains earned an “excellent” rating: Dairy Queen, Panera Bread, Subway, and Sonic Drive-In. The only fast food company not to Read More …

USAA and Capital One 360 Top 2014 Temkin Web Experience Ratings

We just published the 2014 Temkin Web Experience Ratings, the fourth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate 222 organizations across 19 industries. Download dataset for $295 USAA’s banking business took the top spot and Capital One 360 (formerly ING Direct) earned the second highest rating in the 2014 Temkin Web Experience Ratings, which rates 222 companies across 19 industries. USAA’s insurance and credit card businesses tied for third place.Rounding out the top 13 companies in the ratings are Charles Schwab, Amazon.com, credit unions, TD Bank, U.S. Bank, Sheraton, Ace Hardware, eBay, and Nordstrom. The award for delivering the worst web experience Read More …

Chick-fil-A and Sonic Drive-In Lead Fast Food Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers. Chick-fil-A led the food chains for the third year in a row, landing it in 3rd place overall out of 268 companies across 19 industries. Sonic Drive-In came in a very close second with an overall ranking of 5th. Five other fast food chains earned an “excellent” rating:  Dairy Queen, Starbucks, Little Caesar’s, Subway, and Burger King. The food chains with the lowest rated customer experience are McDonalds, Baskin Robins, and Orange Julius. Read More …

Report: What Happens After a Good or Bad Experience, 2014

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2014. The report, which includes 19 data charts, examines which companies and industries provide the most bad experiences, what impact those experiences have on spending, and how the negative impacts of bad experiences can be mitigated by good service recovery. The report also examines how consumers share their good and bad experiences with companies as well as with other people. Here’s the executive summary: To understand the effect of good and bad experiences, we asked 10,000 U.S. consumers about their recent interactions with 268 companies Read More …

Chick-fil-A Leads Fast Food Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the fast food industry: The average rating for fast food industry places it at number two out of 19 industries, only behind grocery chains. The average rating for the fast food industry increased from 74.0% in 2012 to 76.3% in 2013. Chick-fil-A is the top scoring fast food chain for the second straight year, with a rating of 82%. That score puts the fast food chain at #3 across Read More …

Report: Net Promoter Score Benchmark Study, 2012

We just published a Temkin Group report, Net Promoter Score Benchmark Study, 2012. It provides NPS data on 175 U.S. companies across 19 industries. Here’s the executive summary: USAA took the top two spots for its banking and insurance businesses while HSBC came in at the bottom for banking and credit cards. Our analysis of differences across consumer demographic segments showed that NPS tends to go up with age, doesn’t vary much by income levels, and is often highest with Asians. We also asked consumers what would make them more likely to recommend the companies and found that promoters are Read More …

Chick-fil-A Customers Are Young, Wealthy, Educated, And Healthy

Chick-fil-A has been in the news lately because of the company’s stance on gay marriage. Don’t worry, I’m not going to use this blog as a sounding board for that controversy. But all of that attention made me think about Chick-fil-A. It’s quite a fast food company. Compared with other fast food companies that we’ve examined, Chick-fil-A is: Tied for 1st place in 2012 Temkin Experience Ratings with Starbucks and Subway 1st place in 2012 Temkin Forgiveness Ratings 1st place in 2012 Temkin Trust Ratings 1st place in 2012 Temkin Customer Service Ratings Tied for 1st place in 2012 Temkin Loyalty Ratings with Starbucks Consumers seem to Read More …

Report: 2012 Temkin Loyalty Ratings

Access the data from all Temkin Ratings research at the Temkin Ratings website. We just published a new Temkin Group report, 2012 Temkin Loyalty Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate their loyalty to 206 organizations across 18 industries. Congratulations to the top firms in this year’s ratings: Sam’s Club, Aldi, USAA, Publix, credit unions, and Amazon.com. We added six industries (fast food chains, grocery chains, major appliances, car rental agencies, auto dealers, and parcel delivery services) and 63 companies compared with the 2011 Temkin Loyalty Ratings. Here is the executive summary from the report: Sam’s Club, Aldi, and USAA earned the top spots in the Read More …

Chick-fil-A, Starbucks, and Subway Are CX Leaders in Fast Food

This post examines the 17 fast food chains included in the 2012 Temkin Experience Ratings. Chick-fil-A, Starbucks, and Subway earned the top customer experience ratings in the industry and are tied for third spot across all 206 companies. The three leading fast food chains are the only ones in the industry to earn “excellent” customer experience ratings. Eleven of the 17 fast food chains earned “good” ratings while the bottom three—Hardees, Domino’s, and Jack in the Box—earned “okay” ratings. The overall fast food industry earned the second spot out of 18 industries, slightly behind grocery chains but well ahead of other industries. Other Read More …

Report: 2012 Temkin Experience Ratings

Access the data from all Temkin Ratings research at the Temkin Ratings website. We just published a new report, 2012 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 206 organizations across 18 industries. Congratulations to the top firms in this year’s ratings: Sam’s Club, Publix, Starbucks, Subway, Chick-fil-A, Aldi, Winn-Dixie, H.E.B, and credit unions. We added six industries (fast food chains, grocery chains, major appliances, car rental agencies, auto dealers, and parcel delivery services) and 63 companies compared with the 2011 Temkin Experience Ratings. Here is the executive summary from the report: Sam’s Club and Publix earned the top two spots in the 2012 Temkin Experience Read More …

They Really FU At The Drive Thru

One of the lines that I always remember in Lethal Weapon 2 is when Leo Getz (Joe Pesci) tells Martin Riggs (Mel Gibson) that “They f*** you at the drive through.” It turns out that Pesci was right in his assessment of fast food experiences. According to a new report from QSR Magazine, here’s how often fast food restaurants give customers what they ordered in a drive through. My take: First of all, congrats to Chick-fil-A which actually came out on top of QSR’s overall analysis. The fast food restaurant made a mistake in less than 1 out of 25 customer orders. The big burger chains, McDonalds, Burger King, and Wendy’s, Read More …