Pizza Hut, Papa John’s lead in quick-service satisfaction

Ann Arbor, Mich. – Pizza chains Pizza Hut and Papa John’s are tied for the highest customer satisfaction score among quick-service restaurants. According to the 2014 American Customer Satisfaction Index (ACSI), Papa John’s (unchanged from 2013) and Pizza Hut (+3%) share the lead at 82, with Little Caesar (-2%) and Domino’s Pizza (-1%) not far behind at 80.

Subway falls out of the top spot (-6% to 78) to tie with Wendy’s, and Burger King is unchanged at 76. Starbucks is down 5% to 76, followed closely by Dunkin’ Donuts at 75 (-6%). KFC declines the most, dropping 9% to 74. Fellow Yum Brands chain Taco Bell is also down (-3% to 72). At the bottom of the category, McDonald’s dips 3% to 71.

ACSI data show that Americans ate out an average of four meals per week in 2013 and customer satisfaction with full-service restaurants is up 1.2% to an ACSI score of 82, holding a slim lead on fast-food (80).

“This is a considerable transformation for an industry that posted scores in 60s throughout the 1990s and never exceeded an ACSI score of 70 until 2001,” said David VanAmburg, ACSI director. “Price has always been a strong point for fast food, but fast casual restaurants have been improving quality and service at such a brisk pace that customer satisfaction with fast food is nearly as high as dine-in restaurants.”

 

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