WABAN, Mass. -- 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, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
Also read, Fried chicken is taking over the fast-food industry.
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.
The ratings of all fast food restaurants in the 2017 Temkin Experience Ratings are as follows:
"It's impressive that every single fast food company we looked at delivers a customer experience that's either "good" or "excellent," states Bruce Temkin, managing partner of Temkin Group.
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.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.
In these ratings, a score of 70% or above is considered "good," and a score of 80% or above is considered "excellent," while a score below 60% is considered "poor."
The 2017 Temkin Experience Ratings, along with other ratings, can be accessed HERE.
SOURCE Temkin Group
News & Updates
Stay informed with the latest news around foodservice, agriculture and other related food news.