- Chick-fil-A took the highest spot within the American Buyer Satisfaction Index’s annual report on fast-food chains.
- That is the sixth 12 months in a row Chick-fil-A has topped ACSI’s rankings.
- Quick-food chains have been pressured to seek out new methods to stability buyer satisfaction and security in current months as a result of coronavirus pandemic.
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Chick-fil-A beat out rivals in an annual buyer satisfaction rating for the sixth 12 months in a row.
On Tuesday, the American Buyer Satisfaction Index (ACSI) released the outcomes of its annual restaurant report. The ASCI interviewed greater than 23,000 clients from April 2019 to March 2020, utilizing clients’ solutions to charge nationwide chains on a scale of 1 to 100, with 100 being the very best satisfaction.
Chick-fil-A had the very best ranking, with a buyer satisfaction rating of 84. The No. 2 chain was Chipotle, with a rating of 80. For comparability, rival rooster chains KFC and Popeyes earned scores of 79 and 74, respectively.
Whereas Chick-fil-A remains to be the clear business chief, its dominance slipped barely since 2019, with the chain’s rating dropping from 86 to 84.
Over the past 12 months, Chick-fil-A and different fast-food chains have been pressured to seek out new methods to stability buyer satisfaction and security through the coronavirus pandemic.
“With a enterprise mannequin honed over years to permit fast, extra frictionless buyer experiences by way of drive-thru lanes and supply, the fast-food phase is positioned to fare higher than sit-down eating places in a COVID-19 impacted market,” the ACSI wrote in its report.
Like many fast-food chains, Chick-fil-A closed eating rooms at places throughout the US in late March as a result of pandemic. As eating rooms reopen, the chain has made changes equivalent to including out of doors hand-washing stations for employees, plexiglass shields, and eradicating condiments and flowers from tables.
Chick-fil-A has topped buyer satisfaction rankings for years
The rooster chain has topped the ACSI’s fast-food rankings because the group started surveying clients from the chain in 2015. Chick-fil-A is thought for its customer support, which has helped the chain turn out to be some of the worthwhile manufacturers on a per-unit foundation within the US.
“Little issues like being advised ‘please’ and ‘thanks’ — it feels such as you’re appreciated as a buyer and a human being at Chick-fil-A,” Kalinowski Fairness Analysis founder Mark Kalinowski told Business Insider last year.
“Particularly in at this time’s very complicated world, it is simply very good to have the ability to go to a spot the place you’re feeling appreciated,” Kalinowski added.
Chick-fil-A’s aggressive vetting of franchisees helps it implement excessive requirements for customer support and high quality. Just 0.15% of people that utilized to turn out to be Chick-fil-A franchisees in 2018 had been granted the fitting to open a location.
Franchisees endure many rounds of essay writing and interviews, together with some with their spouses. When they’re accepted as franchisees, they’re usually solely allowed to run a single location — not like most franchised ideas, the place franchisees can function a number of places.
Chick-fil-A’s places are considerably extra worthwhile than many fast-food rivals. A single Chick-fil-A location makes roughly $4.5 million in gross sales on common. For comparability, the common McDonald’s location makes roughly $2.9 million.
Excessive common unit volumes have helped Chick-fil-A turn out to be the third-largest restaurant chain within the US by gross sales, in accordance with Technomic. The rooster chain introduced in $11.three billion in gross sales in 2019, with 2,470 places within the US — up roughly $1 billion from 2018.