(Nexstar) Once again, Americans chose chicken over burgers.
Chick-fil-A outperformed all arrivals in the US Customer Satisfaction Index survey released Tuesday.
Randomized interviews with 2,043 fast food customers found that the Atlanta-based chain had an overall satisfaction score of 83, four times greater than Jimmy John’s (79). Domino’s and Kentucky tied for third place with 78 points, followed by a four-way tie between Chipotle, Panera, Pizza Hut and Starbucks (77).
McDonald’s, which trailed last year with a score of 70, is still in last place with a score of 68 this year. The biggest loser according to the survey was Dunkin’ which fell by 4%.
Despite Chick-fil-A’s dominance, the fast food industry may have cause for concern — the industry’s overall score fell 2.6% to 76, while full-service restaurants maintained a rating of 80.
The survey found that Sit-down restaurants beat fast-food providers when it came to accuracy, restaurant layout/cleanliness, food quality/variety, and staff kindness.
The only advantage given to fast food restaurants was in the quality of restaurant apps, an arena that the larger full-service chains seem to focus on.
According to a report released Wednesday by the app analytics company, global time spent on apps in the food and drink category rose 65% year-over-year in the first quarter of 2022.
More than half of these apps’ downloads were for food delivery and takeout, followed by grocery delivery, with just under a quarter of downloads.
“Amid the pandemic, restaurants have needed to quickly up their game in the mobile arena,” says Forrest Morgson, associate professor of marketing at Michigan State University and director of research emeritus at ACSI. “With fewer resources, smaller chains and independent restaurants offer apps that don’t rank first for every customer. In contrast, positive shifts in the quality and reliability of mobile apps for many of the larger chains seem to reflect major app updates for these big industry players.”
When it comes to top-rated full-service restaurants, LongHorn Steakhouse and Texas Roadhouse topped the way (80), with Applebee and IHOP ranked last (73).