American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2015*

This statistic shows the American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2015. In 2015, the ACSI score for all limited-service restaurants in the U.S. was 77.


ACSI for limited-service restaurants - additional information

In 2015, the limited-service restaurant chain in the United States with the highest American Customer Satisfaction Index (ACSI) score was Chick-fil-A. With a score of 86 out of 100, the chain was nine points higher than the average score for all limited-service restaurants. McDonald’s was the lowest with a score of 67, the lowest index score since 2010. In a July 2014 survey, McDonald's received the lowest taste rating out of a group of 21 popular burger chains in the U.S. Also among the lowest scorers on the ACSI were KFC and Taco Bell, both subsidiaries of Yum! Brands, Inc.

The highest ranked restaurant chain was Chick-fil-A, a new entry into the ACSI index, specializing in chicken sandwiches. Founded in 1946 the restaurant chain is associated with Southern United States and was also was voted the most popular fast food chain in the U.S. in a 2014 survey. The two other highest scoring restaurant chains - Chipotle and Panera Bread - were also new entries to the index. Chipotle Mexican Grill specializes in burritos and tacos. The company is committed to selling 'food with integrity, it uses organic ingredients, and serves naturally raised meat . Panera Bread is a fast casual bakery-cafe, founded in 1981. The chain offers soups, salads, pasta, and bakery items .

These new entries have diversified the index and challenged the typically high scores of the pizza restaurants. Pizza in general is a favorite with U.S. consumers – Italian was their second favorite type of food to eat at restaurants after American cuisine in 2013. Pizza was also by far the most popular type of food for takeout or delivery. In 2013, consumers spent 32.5 billion U.S. dollars in the quick-service restaurant pizza category in the U.S.

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 McDonald'sKFCBurger KingTaco BellDominos PizzaWendy'sAll limited-service restaurantsPapa John'sLittle CaesarStarbucksPizza HutDunkin' donutsChick-fil-AChipotle Mexican Grill Panera BreadSubway Arby'sJack in the Box
2006 63 70 70 70 75 76 77 79 77 77 76 - - - - - - -
2007 64 71 69 69 75 78 77 77 75 78 72 - - - - - - -
2008 69 70 71 70 75 73 78 76 75 77 76 - - - - - - -
2009 70 69 69 73 77 76 78 75 75 76 74 - - - - - - -
2010 67 75 74 74 77 77 75 80 78 78 78 - - - - - - -
2011 72 75 75 76 77 77 79 79 80 80 81 - - - - - - -
2012 73 75 75 77 77 78 80 83 82 76 78 79 - - - 82 - -
2013 73 81 76 74 81 79 80 82 82 80 80 80 - - - 83 - -
2014 71 74 76 72 80 78 80 82 80 76 82 75 - - - 78 - -
2015 67 73 72 72 75 73 77 78 74 74 78 78 86 83 80 77 74 72
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