America loves fast food — and its loyalty to fast food chains is only growing stronger. But which restaurant is king of quick-service dining?
For the second year in a row, Chick-fil-A, with its good ol' chicken sandwiches, takes home the crown, based on the 2016 American Customer Satisfaction Index (ACSI) Restaurant Report.
America's Favorite Fast Food Chains
The survey [pdf] focuses on dining experience, which includes customer service (online and face to face), ordertaking accuracy, food quality and restaurant cleanliness.
This year, Chick-fil-A scored 87 out of 100, inching up one point from its score last year when it debuted on the list. Perhaps another proof of customer satisfaction monetizing well is the fact that Chick-fil-A pocketed more than $6 billion in sales in 2015.
Papa John's ranks second on the list, up four points to garner a score of 82. Little Caesars and Arby's both posted the biggest gains, from 74 points to 81 for Little Caesars (up 9 percent) and 80 for Arby's (up 8 percent).
All in all, the average score for 2016 is 79 points (from 77 in 2015), giving the entire set of fast food, a.k.a. "limited-service," restaurants a rating that is 2.6 percent higher than last year's.
For those who prefer the full-service dining experience, Cracker Barrel tops the list with its selection of country-style comfort food.
Why Americans Love Chick-fil-A — But Not McDonald's
Chick-fil-A's recipe for success is no secret: the fast food chain, which has been in business since 1946, offers flavors that are familiar to the palate. The selection is focused on its chicken specialties.
"They focus on what they do best," says Forrest Morgeson, ACSI research director, "and it does well."
When it comes to cashing in on a flavor or menu's familiarity, some fast food chains can also get things wrong.
While it makes sense for a family-owned restaurant like Chick-fil-A to stick with a classic menu of fried chicken and chicken sandwiches, a global fast food chain like McDonald's can easily lose its character and fall victim to brand fatigue.
In the survey, Mickey D's gained two points from last year to its current score of 69 points, but the fast food chain has remained at the bottom of the list for several years now.
The year's biggest loser, though, is Chipotle, which joined the survey for the first time in 2015 but whose score has fallen from 83 to 78. The series of E.coli and norovirus food contamination cases has marred the fast food chain's reputation of using fresh ingredients in its burritos and tacos.
A Tech Times report in early February maps out Chipotle's situation as it wins back customers. Analysts predict the Mexican restaurant's earnings might not recover until the third quarter of 2017.
The ACSI surveyed 5,000 respondents in March.
