These restaurants rank among best for customer satisfaction, study says. Do you agree?
Customer satisfaction with restaurants has increased overall, though some eateries fared better than others, a recent study shows.
Chick-fil-A edged out other fast food chains, taking the top spot for the tenth year in a row despite its customer satisfaction score falling from 85 to 83, according to the American Customer Satisfaction Index.
Rival KFC wasn’t far behind with an ACSI score of 81, the index wrote in its 2024 Restaurant and Food Delivery Study.
The annual report is based on 14,604 surveys conducted, at random, between April 2023 and March 2024, according to the ACSI.
Customers were asked about their experiences with major chains in the restaurant industry. Restaurants were then scored on a 0 to 100 scale.
Among fast-food giants, there was a four-way tie for third place with Culver’s, a Midwest burger joint known for its butterburgers and frozen custard, making it onto the index for the first time with a score of 80, the study shows.
Panera Bread, Arby’s and Starbucks all saw an uptick in consumer satisfaction from last year and scored an 80 on the index.
“Order accuracy (86), mobile quality (86), and mobile reliability (85) receive high scores, as improving technology may be increasing accuracy in filling customer orders,” according to the June 25 report.
Full service restaurants saw a 3% increase overall, jumping from 81 to 84, data show. LonghHorn Steakhouse and Texas Roadhouse earned high marks among customers and scored 85, tying for first place.
Here’s how other restaurants fared:
While the rising scores are a sign that restaurants are doing something right, experts say cost-conscious customers are tamping down on their spending.
“With customers seemingly viewing dining out a luxury, restaurants that can differentiate themselves in terms of quality and value will have a competitive advantage,” Forrest Morgeson, associate professor of marketing at Michigan State University and director of research emeritus at the ACSI, said in a news release.
Lastly, customer experience with food delivery debuted on the index with an overall score of 73 — “well below the customer satisfaction levels of full-service and fast food restaurants,” the report said.
Uber Eats snagged an individual score of 74, followed by DoorDash at 73 and Grubhub at 71.
This story was originally published June 26, 2024 at 5:16 PM with the headline "These restaurants rank among best for customer satisfaction, study says. Do you agree?."