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No. 1 in Customer Satisfaction for 9 Years in a Row!


No. 1 in Customer Satisfaction for 9 Years in a Row!

For the ninth consecutive year, Chick-fil-A® restaurants once again led all fast-food and full-service restaurant chains in overall customer satisfaction, based on the American Customer Satisfaction Index (ACSI) 2022-2023 Restaurant Study.

In its news release, ACSI noted that Chick-fil-A “continues to set the standard with its exceptional combination of food, service and technological quality.”

“It’s always great to be No. 1 in the hearts of our Customers,” said Susannah Frost, Chief Restaurant Development and Operations Officer. “As ACSI’s news release stated, Chick-fil-A® Operators and their teams continue to set the standard for consistently executing on those things Customers care about: Clean & Safe Environment, Great Food, Fast & Accurate Service and Genuine Hospitality.”

In the 2022-2023 study, Chick-fil-A's ACSI score of 85, on a scale of 100, increased 2 percentage points from last year and is 7 percentage points higher than the fast-food industry average of 78. Other fast-food chains that saw gains were Jimmy John’s—in the second spot behind Chick-fil-A with a score of 84—and some smaller fast-food companies that are grouped together for the study, followed by KFC and Papa Johns.

Chick-fil-A was either first or tied for first on the ACSI study’s food, beverage and service quality metrics. Service quality includes accuracy of order, speed of checkout or delivery, and courtesy and helpfulness of staff.

“Our continued leadership and recognition in this area are especially impressive given the numbers of Customers you serve every day, when compared to the rest of the industry,” Susannah said.

According to ACSI, Customer satisfaction scores appear to be returning to pre-pandemic levels, and overall satisfaction is up despite Restaurant prices being up on average 8.85% over last year, based on the U.S. Department of Labor’s analysis of food away from home prices.

In addition to Chick-fil-A's ranking with ACSI, a recent Axios Harris Poll named Chick-fil-A the fifth most loved company in America. The ranking looks at the reputations of companies most on the minds of Americans across all industries. Chick-fil-A was one of only 11 companies to receive the highest ranking of “Excellent.” The next closest restaurant company on that list was Starbucks at No. 48.

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