Consumer Research: Fast-Food Chains Get Their Props
Customer satisfaction in the fast-food industry as a whole has improved.
-- Chain Leader, 3/1/2009
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According to research by San Clemente, Calif.-based research firm Sandelman & Associates, customer satisfaction in the fast-food industry as a whole has improved. In 2008, 13 percent of QSRs posted statistically significant improvement in customer satisfaction compared with 2007.
The top chain is In-N-Out Burger, which won Sandelman & Associates' 2008 Quick-Track Award of Excellence. Fully 60 percent of customers rated their last visit "excellent." The Irvine, Calif.-based hamburger chain also received the highest scores on taste, quality of ingredients, friendliness of the staff, accuracy in filling orders, and being "a place for someone like me." In fact, In-N-Out finished in the Top 3 on eight of 15 attributes tracked.
| The Top 10 Chains Rated "Excellent" Overall in Sandelman & Associates' Quick-Track Study | |
| 1. In-N-Out Burger | 60% |
| 2. Raising Cane's | 59% |
| 3. Giordano's Pizza | 56% |
| 4. Chick-fil-A | 55% |
| 5. Panera Bread | 54% |
| 6. Chipotle | 52% |
| 7. Pei Wei | 51% |
| 8. Firehouse Subs | 51% |
| 9. Taco Tote | 50% |
| 10. Qdoba | 49% |
| Source: Sandelman & Associates | |
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