According to the American Customer Satisfaction Index Restaurant Report 2015, Chick-Fil-A is the highest ranking fast food restaurant in the U.S. for customer satisfaction. While Chick-Fil-A became a focal point of the LGBT rights movement because of their stance in favor of maintaining the traditional definition of marriage, the political fall-out does not seemed to have hurt their business. Americans seem quite capable of separating their restaurant choices from their politics and good customer service seems to overcome all opposition.
Here is a sample of the coverage of CEO Dan Cathy’s “controversial” remarks in 2012.
In the midst of the brouhaha over gay rights and same-sex marriage, customers flocked to their nearest Chick-Fil-A to support their traditional marriage position in answer to their being targeted by LGBT activists. However, in the end it all comes down to your product and how you do business, not how you do politics.
In his analysis, Forrest Morgeson, director of research at ACSI, said of Chick-Fil-A,
“It is laser focused on a particular product, it focuses on one thing and does it exceptionally well … and that is chicken sandwiches.”
With all of the political drama in the background, this is Chick-fil-A’s debut on the list and its score is the highest ever achieved in the category.
Chipotle Mexican Grill also made its introduction in this year’s survey, and took home second place despite having their own recent issues politically, involving the firearms open carry movement.
Fast-food hamburger chains seem to be losing some luster with McDonald’s, Burger King and Wendy’s all experiencing a drop in customer satisfaction from 2014. McDonald’s came in last place of all fast food restaurants.
“All those companies down at bottom [of the list] have been around for a very long time, they just aren’t as fresh any more in the mind of the consumer, just not exciting,” said Morgeson.
Consumers are also becoming increasingly dissatisfied with pizza chains, according to the study. Little Caesars, Domino’s, Papa John’s and Pizza Hut all suffered a 5% or more drop in satisfaction. In the battle of the coffee giants, Dunkin’ Donuts came out ahead of Starbucks. Dunkin’ Donuts’ customer satisfaction increased 4%, while Starbucks experienced a 3% drop.
The American Customer Satisfaction Index included responses from more than 5,000 individuals and ranked the food establishments on a scale of 1 to 100.
1) Chick-fil-A — 86
2) Chipotle Mexican Grill — 83
3) All Others — 81
4) Panera Bread — 80
5) Papa John’s — 78
5) Pizza Hut — 78
5) Dunkin’ Donuts — 78
8) Subway — 77
9) Domino’s — 75
10) Little Caesars — 74
10) Starbucks — 74
10) Arby’s — 74
13) Wendy’s — 73
13) KFC — 73
15) Burger King — 72
15) Taco Bell — 72
15) Jack in the Box — 72
18) McDonald’s — 67