No wonder the line at Chick-fil-A is so long.
For the first time ever, Americans are reportedly more satisfied with their fast-food dining experiences than they are at full-service casual restaurants, and they like Chick-fil-A better than anyplace else, according to a new report from the American Customer Satisfaction Index.
In fact, full-service restaurants earned the lowest score in 10 years — 78 out of a possible 100 — on the annual index, falling a full 3.7 percent from last year.
Claes Fornell, the American Customer Satisfaction Index (ACSI) chairman and founder, says full-service restaurants should be worried by the findings.
“Lower customer satisfaction is a major threat to the restaurant business,” said Fornell in a press release.
Fornell believes higher prices are one of the main reasons a consumer might be less satisfied with full-service restaurants, but only when the consumer feels that he/she could be getting comparable food someplace else.
“If a lower-price competitor has higher customer satisfaction than a rival that competes on quality, the latter is obviously in serious trouble,” Fornell explained in his statements.
Unlike the full-service industry’s slipping score, the fast food industry’s ASCI score remained constant at 79. Chick-fil-A took the top spot among its competitors in the industry for the third year in a row, with a score of 87; Panera Bread and Papa John’s tied for second at 82; and Subway and Arby’s took the fourth and fifth spots, with 81 and 80, respectively.
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SOURCE: FOX News