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Fast Food Restaurants

Customer satisfaction benchmarks and strategic insights for fast food restaurants

Better understand key elements of the fast food experience to build customer loyalty.

FAST FOOD
RESTAURANTS

Ramped up spending, economic changes, and digital experiences are shaping how today’s consumers interact with fast food businesses. As the experts in science-based market research, discover how ACSI has been helping U.S. fast food companies accurately predict and improve customer satisfaction for several years. 

At a glance:

Fast Food Restaurants

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    22 major chains, plus aggregate of smaller fast food outlets

Satisfaction Benchmarks by Company

Fast Food Restaurants

Company 2021 2022 % Change
Fast Food Restaurants 78 76 -2.6%
Chick-fil-A 83 83 0%
All Others 80 79 -1%
Jimmy John’s (Inspire Brands) NM 79 NA
Domino's 80 78 -3%
KFC (Yum! Brands) 79 78 -1%
Chipotle 77 77 0%
Panera Bread 78 77 -1%
Pizza Hut (Yum! Brands) 78 77 -1%
Starbucks 79 77 -3%
Arby's (Inspire Brands) 77 76 -1%
Five Guys 78 76 -3%
Papa Johns 77 76 -1%
Burger King (RBI) 76 75 -1%
Little Caesars 76 75 -1%
Panda Express 76 75 -1%
Subway 75 75 0%
Dairy Queen 74 74 0%
Dunkin' (Inspire Brands) 77 74 -4%
Sonic (Inspire Brands) 73 74 1%
Wendy's 73 73 0%
Jack in the Box 73 72 -1%
Taco Bell (Yum! Brands) 74 72 -3%
Popeyes (RBI) 73 71 -3%
McDonald's 70 68 -3%

NM – Not measured  NA – Not available

Fast Food Restaurant Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
Accuracy of food order 84 83
Quality of mobile app 83 83
Courtesy and helpfulness of staff 82 82
Reliability of mobile app (minimal down time, crashes, lags) 82 82
Beverage quality (taste, temperature) 81 81
Food quality (taste, temperature, freshness of ingredients) 82 81
Restaurant layout and cleanliness 82 81
Website satisfaction 80 81
Speed of check-out or delivery 81 80
Variety of food on menu (not including beverages) 79 79
Variety of beverages on menu 78 77

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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