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American customer satisfaction index: limited-service restaurants U.S. 2006-2019
American customer satisfaction index: limited-service restaurants U.S. 2006-2019
American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2019*
by S. Lock,
last edited
Jul 18, 2019
This statistic shows the American Customer Satisfaction Index scores for limited-service restaurant chains in the United States from 2006 to 2019. In 2019, the ACSI score for all limited-service restaurants in the U.S. was 79.
ACSI for limited-service restaurants - additional information
In 2019, the limited-service restaurant chain in the United States with the highest American Customer Satisfaction Index (ACSI) score was Chick-fil-A. With a score of 86 out of 100, the chain was seven points higher than the average score for all limited-service restaurants. McDonald’s was the lowest with a score of 69. In a survey conducted by Consumers Reports, McDonald's received the lowest taste rating out of a group of 21 popular burger chains in the U.S. Also among the lowest scorers on the ACSI were KFC and Taco Bell, both subsidiaries of Yum! Brands, Inc.
The highest ranked restaurant chain was Chick-fil-A, a relatively new entry into the ACSI index, specializing in chicken sandwiches. Founded in 1946 the restaurant chain is associated with Southern United States and was also the most popular chicken restaurant chain among U.S. consumers as of April 2018. Two restaurant chains - Chipotle and Panera Bread - are also relatively new entries to the index. Chipotle Mexican Grill specializes in burritos and tacos. The company is committed to selling 'food with integrity, it uses organic ingredients, and serves naturally raised meat . Panera Bread is a fast casual bakery-cafe, founded in 1981. The chain offers soups, salads, pasta, and bakery items .
These new entries have diversified the index and challenged the typically high scores of the pizza restaurants. Pizza in general is a favorite with U.S. consumers – Italian was their fourth favorite type of food to eat at restaurants after American cuisine in 2016. Pizza was also by far the most popular type of food for takeout or delivery. In 2018, consumers spent 36.5 billion U.S. dollars in the quick-service restaurant pizza category in the U.S.
American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2019*
| McDonald's | KFC | Burger King | Taco Bell | Dominos Pizza | Wendy's | Papa John's | Little Caesars | Starbucks | Pizza Hut | Dunkin' donuts | Chick-fil-A | Chipotle Mexican Grill | Panera Bread | Subway | Arby's | Jack in the Box | All limited-service restaurants | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 2006 | 63 | 70 | 70 | 70 | 75 | 76 | 79 | 77 | 77 | 76 | - | - | - | - | - | - | - | 77 |
| 2007 | 64 | 71 | 69 | 69 | 75 | 78 | 77 | 75 | 78 | 72 | - | - | - | - | - | - | - | 77 |
| 2008 | 69 | 70 | 71 | 70 | 75 | 73 | 76 | 75 | 77 | 76 | - | - | - | - | - | - | - | 78 |
| 2009 | 70 | 69 | 69 | 73 | 77 | 76 | 75 | 75 | 76 | 74 | - | - | - | - | - | - | - | 78 |
| 2010 | 67 | 75 | 74 | 74 | 77 | 77 | 80 | 78 | 78 | 78 | - | - | - | - | - | - | - | 75 |
| 2011 | 72 | 75 | 75 | 76 | 77 | 77 | 79 | 80 | 80 | 81 | - | - | - | - | - | - | - | 79 |
| 2012 | 73 | 75 | 75 | 77 | 77 | 78 | 83 | 82 | 76 | 78 | 79 | - | - | - | 82 | - | - | 80 |
| 2013 | 73 | 81 | 76 | 74 | 81 | 79 | 82 | 82 | 80 | 80 | 80 | - | - | - | 83 | - | - | 80 |
| 2014 | 71 | 74 | 76 | 72 | 80 | 78 | 82 | 80 | 76 | 82 | 75 | - | - | - | 78 | - | - | 80 |
| 2015 | 67 | 73 | 72 | 72 | 75 | 73 | 78 | 74 | 74 | 78 | 78 | 86 | 83 | 80 | 77 | 74 | 72 | 77 |
| 2016 | 69 | 78 | 76 | 75 | 78 | 76 | 82 | 81 | 75 | 77 | 80 | 87 | 78 | 81 | 80 | 80 | 74 | 79 |
| 2017 | 69 | 78 | 77 | 76 | 78 | 76 | 82 | 78 | 77 | 76 | 79 | 87 | 79 | 82 | 81 | 80 | 75 | 79 |
| 2018 | 69 | 77 | 76 | 74 | 79 | 77 | 80 | 77 | 78 | 80 | 78 | 87 | 79 | 81 | 80 | 79 | 74 | 80 |
| 2019 | 69 | 78 | 76 | 75 | 79 | 77 | 80 | 77 | 79 | 80 | 78 | 86 | 80 | 81 | 79 | 80 | 75 | 79 |
| McDonald's | KFC | Burger King | Taco Bell | Dominos Pizza | Wendy's | Papa John's | Little Caesars | Starbucks | Pizza Hut | Dunkin' donuts | Chick-fil-A | Chipotle Mexican Grill | Panera Bread | Subway | Arby's | Jack in the Box | All limited-service restaurants | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 2006 | 63 | 70 | 70 | 70 | 75 | 76 | 79 | 77 | 77 | 76 | - | - | - | - | - | - | - | 77 |
| 2007 | 64 | 71 | 69 | 69 | 75 | 78 | 77 | 75 | 78 | 72 | - | - | - | - | - | - | - | 77 |
| 2008 | 69 | 70 | 71 | 70 | 75 | 73 | 76 | 75 | 77 | 76 | - | - | - | - | - | - | - | 78 |
| 2009 | 70 | 69 | 69 | 73 | 77 | 76 | 75 | 75 | 76 | 74 | - | - | - | - | - | - | - | 78 |
| 2010 | 67 | 75 | 74 | 74 | 77 | 77 | 80 | 78 | 78 | 78 | - | - | - | - | - | - | - | 75 |
| 2011 | 72 | 75 | 75 | 76 | 77 | 77 | 79 | 80 | 80 | 81 | - | - | - | - | - | - | - | 79 |
| 2012 | 73 | 75 | 75 | 77 | 77 | 78 | 83 | 82 | 76 | 78 | 79 | - | - | - | 82 | - | - | 80 |
| 2013 | 73 | 81 | 76 | 74 | 81 | 79 | 82 | 82 | 80 | 80 | 80 | - | - | - | 83 | - | - | 80 |
| 2014 | 71 | 74 | 76 | 72 | 80 | 78 | 82 | 80 | 76 | 82 | 75 | - | - | - | 78 | - | - | 80 |
| 2015 | 67 | 73 | 72 | 72 | 75 | 73 | 78 | 74 | 74 | 78 | 78 | 86 | 83 | 80 | 77 | 74 | 72 | 77 |
| 2016 | 69 | 78 | 76 | 75 | 78 | 76 | 82 | 81 | 75 | 77 | 80 | 87 | 78 | 81 | 80 | 80 | 74 | 79 |
| 2017 | 69 | 78 | 77 | 76 | 78 | 76 | 82 | 78 | 77 | 76 | 79 | 87 | 79 | 82 | 81 | 80 | 75 | 79 |
| 2018 | 69 | 77 | 76 | 74 | 79 | 77 | 80 | 77 | 78 | 80 | 78 | 87 | 79 | 81 | 80 | 79 | 74 | 80 |
| 2019 | 69 | 78 | 76 | 75 | 79 | 77 | 80 | 77 | 79 | 80 | 78 | 86 | 80 | 81 | 79 | 80 | 75 | 79 |
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by S. Lock,
last edited
Jul 18, 2019
This statistic shows the American Customer Satisfaction Index scores for limited-service restaurant chains in the United States from 2006 to 2019. In 2019, the ACSI score for all limited-service restaurants in the U.S. was 79.
ACSI for limited-service restaurants - additional information
In 2019, the limited-service restaurant chain in the United States with the highest American Customer Satisfaction Index (ACSI) score was Chick-fil-A. With a score of 86 out of 100, the chain was seven points higher than the average score for all limited-service restaurants. McDonald’s was the lowest with a score of 69. In a survey conducted by Consumers Reports, McDonald's received the lowest taste rating out of a group of 21 popular burger chains in the U.S. Also among the lowest scorers on the ACSI were KFC and Taco Bell, both subsidiaries of Yum! Brands, Inc.
The highest ranked restaurant chain was Chick-fil-A, a relatively new entry into the ACSI index, specializing in chicken sandwiches. Founded in 1946 the restaurant chain is associated with Southern United States and was also the most popular chicken restaurant chain among U.S. consumers as of April 2018. Two restaurant chains - Chipotle and Panera Bread - are also relatively new entries to the index. Chipotle Mexican Grill specializes in burritos and tacos. The company is committed to selling 'food with integrity, it uses organic ingredients, and serves naturally raised meat . Panera Bread is a fast casual bakery-cafe, founded in 1981. The chain offers soups, salads, pasta, and bakery items .
These new entries have diversified the index and challenged the typically high scores of the pizza restaurants. Pizza in general is a favorite with U.S. consumers – Italian was their fourth favorite type of food to eat at restaurants after American cuisine in 2016. Pizza was also by far the most popular type of food for takeout or delivery. In 2018, consumers spent 36.5 billion U.S. dollars in the quick-service restaurant pizza category in the U.S.
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- Release date
- July 2019
- Region
- United States
- Survey time period
- 2006 to 2019
- Supplementary notes
-
*The American Customer Satisfaction Index (ACSI) scores on a 0-100 scale at the national level with 100 being the highest and best possible score. The ACSI is an economic indicator based on modeling of customer evaluations of the quality of goods and services purchased in the United States and produced by both domestic and foreign firms with substantial U.S. market shares. Subjects of investigation are 10 economic sectors, 47 industries (including e-commerce and e-business), more than 225 companies, and over 200 federal or local government services.
Date given is date accessed.
Source
- Show sources information
- Show publisher information
- Release date
- July 2019
More information
- Region
- United States
- Survey time period
- 2006 to 2019
- Supplementary notes
-
*The American Customer Satisfaction Index (ACSI) scores on a 0-100 scale at the national level with 100 being the highest and best possible score. The ACSI is an economic indicator based on modeling of customer evaluations of the quality of goods and services purchased in the United States and produced by both domestic and foreign firms with substantial U.S. market shares. Subjects of investigation are 10 economic sectors, 47 industries (including e-commerce and e-business), more than 225 companies, and over 200 federal or local government services.
Date given is date accessed.
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Statistics on "Quick service restaurants in the U.S."
- Industry overview
The most important statistics
- Revenue of the quick service restaurant (QSR) industry in the United States from 2002 to 2019 (in billion U.S. dollars)Revenue of quick service restaurants in the U.S. 2002-2019
- Consumer spending in the quick service restaurant (QSR) sector in the United States from 2004 to 2018 (in billion U.S. dollars)Consumer spending in the quick service restaurant sector in the U.S. 2004-2018
- Leading quick service restaurant chains worldwide in 2019, by company value (in million U.S. dollars)Quick service restaurant chains ranked by value worldwide in 2019
- Employment in the quick service restaurant (QSR) franchise industry in the United States from 2007 to 2018Employment in the quick service restaurant franchise industry in the U.S. 2007-2018
- Hourly wage estimates of fast food cooks in the U.S. as of May 2018, by percentile distribution (in U.S. dollars)*Hourly wages of fast food cooks in the U.S. 2018, by percentile distribution
- Sales and spending
The most important statistics
- Share of on and off premises sales of limited-service restaurants in the United States in 2018Limited-service restaurants on and off premises sales share in the U.S. 2018
- Leading quick-service restaurant (QSR) chains in the United States in 2018, by systemwide sales (in billion U.S. dollars)Leading quick-service restaurant chains in the U.S. in 2018, by systemwide sales
- Leading quick-service burger restaurant chains in the United States in 2018, by systemwide sales (in billion U.S. dollars)Leading QSR burger chains in the U.S. in 2018, by systemwide sales
- Leading quick-service snack restaurant chains in the United States in 2018, by systemwide sales (in billion U.S. dollars)Leading QSR snack chains in the U.S. in 2018, by systemwide sales
- Leading quick-service restaurant (QSR) chains in the United States in 2018, by sales per unit (in million U.S. dollars)Leading quick-service restaurant chains in the U.S. in 2018, by sales per unit
- Consumer spending in quick service pizza restaurants in the United States from 2004 to 2018, by segment (in billion U.S. dollars)Consumer spending in quick service pizza restaurants U.S. 2004-2018, by segment
- Consumer spending in the quick service restaurant (QSR) pizza category in the United States from 2004 to 2018 (in billion U.S. dollars)Consumer spending in the quick service restaurant pizza category U.S. 2004-2018
- Consumer spending on quick service carry-out pizza in the United States from 2004 to 2018 (in billion U.S. dollars)Consumer spending on QSR carry-out pizza in the U.S. 2004-2018
- Number of establishments
The most important statistics
- Number of quick service restaurant (QSR) franchise establishments in the United States from 2007 to 2018Number of quick service restaurant franchise establishments in the U.S. 2007-2018
- Number of limited service restaurants in the United States in 2018, by state*Number of quick service restaurants in the U.S. 2018, by state
- Leading quick service restaurant (QSR) chains in the United States in 2018, by number of units Leading quick service restaurant chains in the U.S. in 2018, by number of units
- Leading fast-casual restaurant chains in the United States in 2018, by number of unitsUnit numbers of the leading U.S. fast-casual restaurant chains in 2018
- Quick service chain restaurants with the largest share of units in the United States as of March 2018Leading limited service restaurants by share of listings in the U.S. 2018
- Distribution of limited service restaurant units by cuisine type in the United States in 2018Share of U.S. limited service restaurant units by cuisine type 2018
- Consumer opinion and advertising
The most important statistics
- American customer satisfaction index scores for limited-service restaurant chains in the United States from 2006 to 2019*American customer satisfaction index: limited-service restaurants U.S. 2006-2019
- Leading quick service restaurant (QSR) brands ranked by index ranking in the United States in 2018*Leading quick service restaurants in the U.S. ranked by index ranking 2018
- Do you agree or disagree that fast-food restaurants should offer more vegetarian or vegan options?Public opinion on QSRs providing more vegetarian and vegan options in the U.S. 2019
- Do you agree or disagree that fast-casual restaurants should offer more vegetarian or vegan options?Opinion on fast-casual restaurants having vegetarian/vegan options in the U.S. 2019
- Leading fast food and QSR related brands advertised on TV in the United States in 4th quarter 2018, by number of ad occurrencesMost advertised fast food & QSR brands on TV in the U.S. in Q4 2018, by ad count
- Advertising spending of selected restaurant chains in the United States in 2018 (in million U.S. dollars)Ad spend of selected restaurants in the U.S. 2018
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Statistics
- Most popular limited-service pizza restaurants in the U.S. in 2015
- Most important attributes of limited-service restaurant chains in the U.S. in 2014
- Distribution of the leading restaurants in Canada in 2013, by restaurant type
- Number of restaurants in the U.S. 2012-2018, by type
- Unit distribution of the leading restaurants in Canada in 2013, by restaurant type
- Sales distribution of the leading restaurants in Canada in 2013, by restaurant type
- Most popular limited-service hamburger restaurants in the U.S. in 2015
- Most popular limited-service restaurant chains in the U.S. in 2015
- Most popular limited-service sandwich restaurants in the U.S. in 2015
- Most popular limited-service frozen treats restaurants in the U.S. in 2015
- Most popular limited-service beverage/snack restaurants in the U.S. in 2015
- Fastest-growing limited-service restaurant chains in the U.S. in 2013
- Number of chain restaurant franchise establishments in the U.S. 2015
- Most popular global fast food chains in the United States as of August 2014
- Colombia: revenue of selected foodservice chains 2017
- Arcos Dorados revenue in 2018, by region
- Hourly wages of restaurant employees in the U.S. as of October 2013, by occupation
- Sales of the fastest-growing limited-service restaurant chains in the U.S. in 2013
- Major restaurant business establishment 2016, by sales revenue
Statistics on "Quick service restaurants in the U.S. - Industry overview"
- Revenue of quick service restaurants in the U.S. 2002-2019
- Consumer spending in the quick service restaurant sector in the U.S. 2004-2018
- Quick service restaurant chains ranked by value worldwide in 2019
- Employment in the quick service restaurant franchise industry in the U.S. 2007-2018
- Hourly wages of fast food cooks in the U.S. 2018, by percentile distribution
Statistics on "Quick service restaurants in the U.S. - Sales and spending"
- Limited-service restaurants on and off premises sales share in the U.S. 2018
- Leading quick-service restaurant chains in the U.S. in 2018, by systemwide sales
- Leading QSR burger chains in the U.S. in 2018, by systemwide sales
- Leading QSR snack chains in the U.S. in 2018, by systemwide sales
- Leading quick-service restaurant chains in the U.S. in 2018, by sales per unit
- Consumer spending in quick service pizza restaurants U.S. 2004-2018, by segment
- Consumer spending in the quick service restaurant pizza category U.S. 2004-2018
- Consumer spending on QSR carry-out pizza in the U.S. 2004-2018
Statistics on "Quick service restaurants in the U.S. - Number of establishments"
- Number of quick service restaurant franchise establishments in the U.S. 2007-2018
- Number of quick service restaurants in the U.S. 2018, by state
- Leading quick service restaurant chains in the U.S. in 2018, by number of units
- Unit numbers of the leading U.S. fast-casual restaurant chains in 2018
- Leading limited service restaurants by share of listings in the U.S. 2018
- Share of U.S. limited service restaurant units by cuisine type 2018
Statistics on "Quick service restaurants in the U.S. - Consumer opinion and advertising"
- American customer satisfaction index: limited-service restaurants U.S. 2006-2019
- Leading quick service restaurants in the U.S. ranked by index ranking 2018
- Public opinion on QSRs providing more vegetarian and vegan options in the U.S. 2019
- Opinion on fast-casual restaurants having vegetarian/vegan options in the U.S. 2019
- Most advertised fast food & QSR brands on TV in the U.S. in Q4 2018, by ad count
- Ad spend of selected restaurants in the U.S. 2018
Further related statistics
- Most popular limited-service pizza restaurants in the U.S. in 2015
- Most important attributes of limited-service restaurant chains in the U.S. in 2014
- Distribution of the leading restaurants in Canada in 2013, by restaurant type
- Number of restaurants in the U.S. 2012-2018, by type
- Unit distribution of the leading restaurants in Canada in 2013, by restaurant type
- Sales distribution of the leading restaurants in Canada in 2013, by restaurant type
- Most popular limited-service hamburger restaurants in the U.S. in 2015
- Most popular limited-service restaurant chains in the U.S. in 2015
- Most popular limited-service sandwich restaurants in the U.S. in 2015
- Most popular limited-service frozen treats restaurants in the U.S. in 2015
- Most popular limited-service beverage/snack restaurants in the U.S. in 2015
- Fastest-growing limited-service restaurant chains in the U.S. in 2013
- Number of chain restaurant franchise establishments in the U.S. 2015
- Most popular global fast food chains in the United States as of August 2014
- Colombia: revenue of selected foodservice chains 2017
- Arcos Dorados revenue in 2018, by region
- Hourly wages of restaurant employees in the U.S. as of October 2013, by occupation
- Sales of the fastest-growing limited-service restaurant chains in the U.S. in 2013
- Major restaurant business establishment 2016, by sales revenue
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