This is still America's favorite fast food restaurant says study - SFGATE

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Madeline Wells, SFGATE

June 27, 2023

A chicken sandwich with waffle fries from Chick-fil-A, which topped the American Customer Satisfaction Index's fast food list once again this year.

Boston Globe/Boston Globe via Getty Images

Of all the fast food restaurants in the country, Americans are happiest with Chick-fil-A, according to new results from the American Customer Satisfaction Index. 

The research organization’s 2022-2023 restaurant study found that customers were most satisfied with the controversial chicken chain, according to interviews with 16,250 customers. This is Chick-fil-A's ninth consecutive year of topping the ACSI's fast food list. Ratings are based on benchmarks including accuracy and quality of food order, courtesy and helpfulness of staff, restaurant layout and cleanliness, and speed of checkout or delivery. 

Jimmy John’s, however, took a close second, with a score of 84 compared with Chick-fil-A’s 85. An aggregate category of smaller companies (including In-N-Out) took third place on the list. At the bottom of the list with a score of 71 was Taco Bell, followed by McDonald’s with a mere 69.

The ACSI also studied customer satisfaction with full-service restaurants. Of these chains, Outback Steakhouse topped the list for the first time, followed closely by Cracker Barrel, LongHorn Steakhouse and Texas Roadhouse. 

Overall, the restaurant study claims to have found that customer satisfaction with both fast food and full-service restaurants has increased this year. 

“This year we’re seeing customer satisfaction returning to pre-pandemic levels for full-service dining, while fast food outlets have rebounded to within a point of their 2019 score,” said ACSI Director of Research Emeritus Forrest Morgeson in a press release. “This good news is tempered, though, by increasing inflationary pressures, which are already slowing traffic."

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Madeline Wells is a senior reporter for SFGATE covering food and drink in the Bay Area. She grew up in the Seattle area and received her B.A. in English and Media Studies from UC Berkeley. Prior to SFGATE, she was an associate editor at East Bay Express and freelance writer covering the Bay Area music scene. Email: madeline.wells@sfgate.com

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