American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2016*

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
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About This Statistic

This statistic shows the American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2016. In 2016, the ACSI score for all limited-service restaurants in the U.S. was 79.

ACSI for limited-service restaurants - additional information

In 2016, 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, the second lowest index score since 2011. 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. 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 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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