American customer satisfaction index: Papa John's restaurants in the U.S. 2000-2020

Papa John’s was tied with Starbucks according to the American Customer Satisfaction Index (ACSI) in 2020 – both companies received a score of 78. According to the ACSI survey, Papa John’s fell behind Domino's Pizza as the leading pizza restaurant in the U.S.

Public opinion divided on Papa John’s

According to the ACSI, Papa John’s continues to receive high scores for its products and services despite poor restaurant sales across North America contributing to a fall in the company’s worldwide revenue in 2019. However, another customer survey found Papa John’s to be the joint-fourth favorite pizza chain of consumers in the United States in 2018 – the company ranked outside the top spots in each of the eight customer experience categories, which included food quality, staff friendliness, and speed of service.

What is the difference between fast food and fast casual?

The ACSI annually measures customer satisfaction across the limited-service restaurant industry in the United States. Chick-fil-A – well known for its chicken sandwich options – has topped the rankings for five consecutive years since 2015. There are two types of limited-service restaurants: fast food (also known as quick service) and fast casual. The two terms are often considered interchangeable, but one of the main differences is the quality of food: the food available in fast-casual restaurants is often of a higher quality.

American customer satisfaction index scores of Papa John's restaurants in the United States from 2000 to 2020*

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Release date

July 2020


United States

Survey time period

2000 to 2020

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.
Date given is date accessed.

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