Many Americans love fast food restaurants, but according to a new survey conducted by the American Customer Satisfaction Index Restaurant Report of 2015, Chick-fil-A is their favorite. Although the chicken fast food restaurant caused some controversies a few years back when its CEO made some offensive remarks addressed to the LGBT community, it’s still number one in the top of fast food restaurants in the U.S.
Chick-fil-A received the highest marks when it comes to customer experience, according to the survey. Forrest Morgeson, one of the researchers involved in the report, said that Chick-fil-A is specialized in making chicken sandwiches and does a very good job at it, as the survey suggests. Morgeson added that Chick-fil-A debuted on the list at number one with the highest score ever achieved by any fast food restaurant.
Number two on the list as Americans’ favorite fast food restaurant is Chipotle Mexican Grill, as per the report.
Researchers say that fast food restaurants specialized in hamburgers, such as Burger King, McDonald’s and Wendy’s did not score too high on this year’s list, compared to 2014. This year’s surprise was McDonald’s, which came in last place on the list of favorite American fast food restaurants.
Morgeson commented on the fact that McDonald’s ended up at the bottom of the list saying that all these fast food restaurants have been around for a very long time, which is why consumers don’t see them as fresh anymore; they want something new, more exciting, Morgeson added.
The list also shows that Americans are becoming increasingly dissatisfied with pizza places. Pizza Hut, Pappa John’s, Domino’s and Little Ceasars witnessed a 5% drop in 2015.
Regarding the giant coffee chains, the list suggests that Starbucks came after Dunkin’ Donuts. According to the survey, Dunkin’ Donuts increased by 4% while, Starbucks experienced a drop of about 3%.
Morgeson said that Dunkin’ Donuts is expanding its business into new territories, which is why it scored higher than Starbucks on this year’s list. The experts say that Dunkin’ Donuts have “freshened up their brand”, have competitive prices and the customers’ perception of the company improved in the last years.
Although customer satisfaction with fast food restaurants has waned, the new report shows that Americans still go out to eat at least four times a week.
The American Customer Satisfaction Index consisted of responses from more than 5,000 people who ranked the fast food restaurants from a scale of 1 to 100.
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