Fast Food Restaurants
Customer satisfaction benchmarks and strategic insights for fast food restaurants
Understand the key drivers of satisfaction to build profitable customer loyalty by becoming an ACSI client today.
FAST FOOD
RESTAURANTS
Customers are not starved for options when it comes to choosing a fast food business to visit. Stand out against the competition with ACSI benchmarking. Discover which elements of the customer experience keep your customers coming back and what you can do to attract more.
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:
2023
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Companies:
23 major chains, plus aggregate of smaller fast food outlets
Satisfaction Benchmarks by Company
Fast Food Restaurants
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Fast Food Restaurants | 76 | 78 | 3% |
| 1 | Popeyes (RBI) | 71 | 74 | 4% |
| 1 | McDonald’s | 68 | 69 | 1% |
| 1 | Wendy’s | 73 | 74 | 1% |
| 1 | Jack in the Box | 72 | 73 | 1% |
| 1 | Taco Bell (Yum! Brands) | 72 | 71 | -1% |
| 1 | KFC (Yum! Brands) | 78 | 81 | 4% |
| 1 | Chipotle | 77 | 75 | -3% |
| 1 | Panera Bread | 77 | 76 | -1% |
| 1 | Starbucks | 77 | 78 | 1% |
| 1 | Arby’s (Inspire Brands) | 76 | 77 | 1% |
| 1 | Five Guys | 76 | 78 | 3% |
| 1 | Papa Johns | 76 | 80 | 5% |
| 1 | Little Caesars | 75 | 74 | -1% |
| 1 | Panda Express | 75 | 77 | 3% |
| 1 | Subway | 75 | 75 | 0% |
| 1 | Dairy Queen | 74 | 75 | 1% |
| 1 | Dunkin’ (Inspire Brands) | 74 | 77 | 4% |
| 1 | Sonic (Inspire Brands) | 74 | 72 | -3% |
| 1 | Jimmy John’s (Inspire Brands) | 79 | 84 | 6% |
| 1 | Pizza Hut (Yum! Brands) | 77 | 78 | 1% |
| 1 | Domino’s | 78 | 78 | 0% |
| 1 | Burger King (RBI) | 75 | 76 | 1% |
| 1 | Chick-fil-A | 83 | 85 | 2% |
| 1 | All Others | 79 | 82 | 4% |
2023 results based on data collected April 2022 – March 2023.
Fast Food Restaurant Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Accuracy of food order | 83 | 85 |
| Quality of mobile app | 83 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 84 |
| Beverage quality (taste, temperature) | 81 | 83 |
| Courtesy and helpfulness of staff | 82 | 83 |
| Food quality (taste, temperature, freshness of ingredients) | 81 | 83 |
| Website satisfaction | 81 | 83 |
| Restaurant layout and cleanliness | 81 | 82 |
| Speed of check-out or delivery | 80 | 82 |
| Variety of beverages on menu | 77 | 80 |
| Variety of food on menu | 79 | 80 |
Industry averages are weighted by companies’ market shares.