Chick-fil-A Tops List
Consumers Shift to Fast Food
The American Customer Satisfaction Index has reported a historic shift. Customers now prefer fast food restaurants to the more traditional full service, with Chick-fil-A topping the list of most popular QSRs. Full-service restaurants actually earned the lowest score in 10 years — 78 out of a possible 100.
Claes Fornell, chairman and founder of the ACSI, believes this shift is due to a combination of reasons. Factoring in service and ingredients, consumers feel they can get comparable quality for better value from a fast food restaurant as they previously did with full service restaurants. Claes remarked that it could mean "serious trouble" for the latter.
For the third year in a row Chick-fil-A is enjoying the top spot. Panera Bread and Papa John’s tied for second, and Subway and Arby’s took the fourth and fifth spots. Unfortunately for McDonald's, they ended up at the bottom of the list of all 17 fast food restaurants.
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