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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2022
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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.