As quick-service restaurant chains look to technology and innovation for the future, customer satisfaction scores fall 1.3% overall from 2018.
The American Customer Satisfaction Index released its 2018-2019 restaurant report with Chick-fil-A ranking in the top spot for quick service restaurants. The 23,468 customers interviewed for this edition were asked to review recent experiences at the nation’s largest sit-down and quick-service restaurants based on market share.
The survey showed a trend of overall decline in satisfaction among limited-service chains. A chart reported by QSR Magazine shows slight declines in almost every category from the 2017-2018 survey in categories such as restaurant layout and cleanliness, helpfulness of staff and accuracy of order. David VanAmburg, managing director at the ASCI, believes that the key to pushing these numbers back up is in implementing new technology such as mobile apps, kiosks, tableside ordering systems, dedicated pick-up areas and mobile drive-thru lanes. “Restaurants that focus on changing consumer tastes and preferences, however, could see the biggest boost in customer satisfaction,” said VanAmburg.
Chick-fil-A once again took the top spot, with a 6-point lead over its closest competitor, Panera bread.
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