American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2017*

McDonald'sKFCBurger KingTaco BellDominos PizzaWendy'sAll limited-service restaurantsPapa John'sLittle CaesarsStarbucksPizza HutDunkin' donutsChick-fil-AChipotle Mexican Grill Panera BreadSubway Arby'sJack in the Box
2017697877767876798278777679877982818075
2016697876757876798281757780877881808074
2015677372727573777874747878868380777472
2014717476728078808280768275---78--
2013738176748179808282808080---83--
2012737575777778808382767879---82--
20117275757677777979808081-------
20106775747477777580787878-------
20097069697377767875757674-------
20086970717075737876757776-------
20076471696975787777757872-------
20066370707075767779777776-------

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This statistic shows the American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2017. In 2017, the ACSI score for all limited-service restaurants in the U.S. was 79.
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 eight 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 March 2017. 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 2016, consumers spent 35.8 billion U.S. dollars in the quick-service restaurant pizza category in the U.S.
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Release date
July 2017
Region
United States
Survey time period
2006 to 2017
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.
Limited Service Restaurant - Establishments whose patrons generally order or select items and pay before eating. Food and drink may be consumed on premises, taken out, or delivered to customers' locations.

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