Chick-fil-A Has the Best Customer Service in the Fast Food Industry

dir="ltr">Providing great customer service has long been a priority for fast food chain Chick-fil-A, and it’s no surprise that the brand has once again been recognized as the top dog among its competitors. In the America’s Best Customer Service 2019 report compiled by Newsweek and Statista, Chick-fil-A beat out runner-up Sonic and Arby’s, which came up third. The survey of 20,000 revealed that customers still greatly value that personal touch when it comes to brand interactions.

“As we examined the larger, impersonal forces that are transforming retail, it seemed like a good time to recognize a more personal factor in business success: the ways in which many companies nurture their relationships with consumers,” Newsweek’s global editor-in-chief Nancy Cooper wrote in an open letter accompanying survey findings.

At Chick-fil-A, restaurant employees don’t rush through orders, throwing meals at patrons with scowls on their faces. Instead, workers take their time and put care into putting orders together, saying “my pleasure” in return for every “thank you” they hear. On its corporate website, a quote from the chain’s founder, S. Truett Cathy, proclaims that “we should be about more than just selling chicken. We should be a part of our customers’ lives and the communities in which we serve.” Based on the results of Newsweek’s recent survey, and others that came before it, it’s evident that the brand executes on its founder’s promise through day-to-day operations.

The brand not only excelled in its own “fast food restaurant chain” category, earning a score of 9.11, but also received the top score among competitors across other categories, including “bagel and sandwich chains,” “casual restaurant dining chains,” “doughnut chains,” “movie theaters,” “upscale chain restaurants,” “buffet restaurants,” “coffeehouse chains,” “fast casual restaurant chains,” “ice cream and frozen yogurt stores,” and “pizza chains.”

 

Related Articles

At a Barclay's investors conference earlier this week, Chipotle founder and co-CEO Steve Ells admitted the company has underperformed in customer service, with roughly half of its 2,100 restaurants receiving C grades for service. Ells explained that after the company's recent E. coli contamination crisis, Chipotle shifted its focus to food safety and neglected service. To turn this around, Ells said Chipotle is devoting "laserlike" attention to the situation, retraining employees and making customer service a key priority again.

Posted December 09, 2016

Chipotle CEO Steve Ells is making good on his promise to improve the company's customer service by implementing a new compensation system for its employees: Moving forward, employees will be paid based on how effectively they deliver customer service.

Posted February 10, 2017

In this year's ACSI report, quick-service restaurants had higher customer satisfaction scores than full-service restaurants for the first time.

Posted June 23, 2017

Based in Denmark, customer service provider Dixa is setting out to build a "customer friendship-based" service platform that brings the same level of communication that consumers use to interact with each other to brand interactions.

Posted February 08, 2019

In a new study, a majority of consumers say that customer service quality is a major factor in their shopping decisions.

Posted February 15, 2019

Despite the many changes currently influencing the food service industry, the overall customer satisfaction score inched down only slightly to 78.9, dropping by less than 1 percent.

Posted June 28, 2019

The fast food giant has signed a deal to acquire the Israeli-founded customer service automation start-up Apprente, which offers AI and voice-based conversational technology developed especially for use in loud environments.

Posted September 13, 2019