The envelope, please! USA’s favorite fast food IS …
| Alicia Kelso, June 25, 2019
| Forbes – For the fourth year in a row, consumers have chosen Chick-fil-A as the top limited-service restaurant chain in the country, claiming the top spot on the American Customer Satisfaction Index.
The ACSI offers as strong of a pulse as one can get on the industry, as it’s based on the input of nearly 23,000 consumers.
That Chick-fil-A is a perennial favorite is no surprise. McDonald’s Shuns “Fast Food” Label, And It Seems To Be Helping
The chain, known for its customer service training, has had quite a year—generating more than $10.4 billion in sales and leapfrogging Taco Bell and Subway for the No. 3 spot in the industry, according to National’s Restaurant News.
This is quite a feat considering the chain is open just six days a week. Why No One Goes To Subway Anymore
Notably, the chain didn’t perform as strongly as it did last year, losing one percentage point in ACSI’s 100-point scale, from 87 to 86.
But it still looms large over its closest competition on the consumer satisfaction scale, outpacing “all other restaurants” at No. 2 with a score of 82, and Panera at No. 3 with a score of 81. McDonald’s Unveils “United Nations” Menu
Four chains tied for fourth with a score of 80—Arby’s, Chipotle, Papa John’s and Pizza Hut.
The latter two chains have been jockeying for the runner-up prize in the pizza category behind market share leader Domino’s since 2017.
The tie itself may come as a surprise for Pizza Hut fans considering the much-publicized, tumultuous year Papa John’s has endured.
However, Papa John’s sales have yet to reflect this relatively high level of customer satisfaction.
The company’s sales in 2018 dropped more than 7% and its adjusted net income declined $71.9 million. Further, BTIG analysts cautioned earlier this week that any meaningful turnaround has yet to take hold. Read more.