Chick-fil-A Leads Fast Food Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the fast food industry:

  • The average rating for fast food industry places it at number two out of 19 industries, only behind grocery chains.
  • The average rating for the fast food industry increased from 74.0% in 2012 to 76.3% in 2013.
  • Chick-fil-A is the top scoring fast food chain for the second straight year, with a rating of 82%. That score puts the fast food chain at #3 across all industries. It also earned the top marks for functional and emotional components in fast foods.
  • Three other fast food chains are in the top 10 in the overall ratings; Dunkin’ Donuts, Little Caesar’s, and Sonic Drive-In are all tied at #7.
  • Arby’s earned the top rating for the accessible component.
  • KFC is the lowest-ranked fast food chain with a rating of 67%. That’s four points below the next lowest rated fast food chain, McDonalds.
  • Hardees showed the largest improvement between 2012 and 2013, gaining 10 percentage points. Next on the list, Jack in the Box increased nine percentage points and Domino’s increased eight percentage points.
  • While no firm declined by very much, three fast food chains dropped three percentage points between 2012 and 2013: Starbucks, Taco Bell, and KFC.
  • Here’s a link to industry results from the 2012 ratings.

Download entire dataset for $395

FastFood1 FastFood2
Temkin Ratings website

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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