American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2018*

American customer satisfaction index: limited-service restaurants U.S. 2006-2018 This statistic shows the American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2018. In 2018, the ACSI score for all limited-service restaurants in the U.S. was 80.
ACSI for limited-service restaurants - additional information

In 2017, 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 87 out of 100, the chain was seven points higher than the average score for all limited-service restaurants. McDonald’s was the lowest with a score of 69. In a survey conducted by Consumers Reports, 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 the most popular chicken restaurant chain among U.S. consumers as of April 2018. Two restaurant chains - Chipotle and Panera Bread - are relatively 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 fourth favorite type of food to eat at restaurants after American cuisine in 2016. Pizza was also by far the most popular type of food for takeout or delivery. In 2017, consumers spent 36 billion U.S. dollars in the quick-service restaurant pizza category in the U.S.
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McDonald'sKFCBurger KingTaco BellDominos PizzaWendy'sPapa John'sLittle CaesarsStarbucksPizza HutDunkin' donutsChick-fil-AChipotle Mexican Grill Panera BreadSubway Arby'sJack in the BoxAll limited-service restaurants
2018697776747977807778807887798180797480
2017697877767876827877767987798281807579
2016697876757876828175778087788180807479
2015677372727573787474787886838077747277
20147174767280788280768275---78--80
20137381767481798282808080---83--80
20127375757777788382767879---82--80
201172757576777779808081-------79
201067757474777780787878-------75
200970696973777675757674-------78
200869707170757376757776-------78
200764716969757877757872-------77
200663707070757679777776-------77
McDonald'sKFCBurger KingTaco BellDominos PizzaWendy'sPapa John'sLittle CaesarsStarbucksPizza HutDunkin' donutsChick-fil-AChipotle Mexican Grill Panera BreadSubway Arby'sJack in the BoxAll limited-service restaurants
2018697776747977807778807887798180797480
2017697877767876827877767987798281807579
2016697876757876828175778087788180807479
2015677372727573787474787886838077747277
20147174767280788280768275---78--80
20137381767481798282808080---83--80
20127375757777788382767879---82--80
201172757576777779808081-------79
201067757474777780787878-------75
200970696973777675757674-------78
200869707170757376757776-------78
200764716969757877757872-------77
200663707070757679777776-------77
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Description Source More information
This statistic shows the American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2018. In 2018, the ACSI score for all limited-service restaurants in the U.S. was 80.
ACSI for limited-service restaurants - additional information

In 2017, 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 87 out of 100, the chain was seven points higher than the average score for all limited-service restaurants. McDonald’s was the lowest with a score of 69. In a survey conducted by Consumers Reports, 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 the most popular chicken restaurant chain among U.S. consumers as of April 2018. Two restaurant chains - Chipotle and Panera Bread - are relatively 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 fourth favorite type of food to eat at restaurants after American cuisine in 2016. Pizza was also by far the most popular type of food for takeout or delivery. In 2017, consumers spent 36 billion U.S. dollars in the quick-service restaurant pizza category in the U.S.
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Release date
July 2018
Region
United States
Survey time period
2006 to 2018
Supplementary notes
* The American Customer Satisfaction Index (ACSI) scores on a 0-100 scale at the national level with 100 being the highest and best possible score. The ACSI is an economic indicator based on modeling of customer evaluations of the quality of goods and services purchased in the United States and produced by both domestic and foreign firms with substantial U.S. market shares. Subjects of investigation are 10 economic sectors, 47 industries (including e-commerce and e-business), more than 225 companies, and over 200 federal or local government services.

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