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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:

    2021

  • Companies:

    22 major chains, plus aggregate of smaller fast food outlets

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Accuracy of food order 85 84
Quality of mobile app 81 83
Courtesy and helpfulness of staff 83 82
Food quality (taste, temperature, freshness of ingredients) 83 82
Reliability of mobile app (minimal down time, crashes, lags) 81 82
Restaurant layout and cleanliness 83 82
Beverage quality (taste, temperature) 82 81
Speed of check-out or delivery 81 81
Website satisfaction 81 80
Variety of food on menu (not including beverages) 80 79
Variety of beverages on menu 79 78

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Fast Food Restaurants

Company 2020 2021 % Change
Fast Food Restaurants 78 78 0.0%
Chick-fil-A 84 83 -1%
All Others 80 80 0%
Domino's 79 80 1%
KFC (Yum! Brands) 79 79 0%
Starbucks 78 79 1%
Five Guys NM 78 NA
Panera Bread 79 78 -1%
Pizza Hut (Yum! Brands) 77 78 1%
Arby's (Inspire Brands) 79 77 -3%
Chipotle Mexican Grill 80 77 -4%
Dunkin' (Inspire Brands) 79 77 -3%
Papa John's 78 77 -1%
Burger King (RBI) 76 76 0%
Little Caesars 76 76 0%
Panda Express NM 76 NA
Subway 79 75 -5%
Dairy Queen NM 74 NA
Taco Bell (Yum! Brands) 74 74 0%
Jack in the Box 73 73 0%
Popeyes (RBI) 74 73 -1%
Sonic (Inspire Brands) 74 73 -1%
Wendy's 76 73 -4%
McDonald's 70 70 0%

NM – Not measured  NA – Not available

Connect With ACSI

Connect With ACSI

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