Chick-fil-A took the top spot in the American Customer Satisfaction Index’s annual report on fast-food chains.
This is the sixth year in a row Chick-fil-A has topped ACSI’s rankings.
Fast-food chains have been forced to find new ways to balance customer satisfaction and safety in recent months due to the coronavirus pandemic.
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Chick-fil-A beat out rivals in an annual customer satisfaction ranking for the sixth year in a row.
On Tuesday, the American Customer Satisfaction Index (ACSI) released the results of its annual restaurant report. The ASCI interviewed more than 23,000 customers from April 2019 to March 2020, using customers’ answers to rate national chains on a scale of 1 to 100, with 100 being the highest satisfaction.
Chick-fil-A had the highest rating, with a customer satisfaction score of 84. The No. 2 chain was Chipotle, with a score of 80. For comparison, rival chicken chains KFC and Popeyes earned scores of 79 and 74, respectively.
While Chick-fil-A is still the clear industry leader, its dominance slipped slightly since 2019, with the chain’s score dropping from 86 to 84.
Over the last year, Chick-fil-A and other fast-food chains have been forced to find new ways to balance customer satisfaction and safety during the coronavirus pandemic.
“With a business model honed over years to allow quick, more frictionless customer experiences through drive-thru lanes and delivery, the fast-food segment is positioned to fare better than sit-down restaurants in a COVID-19 impacted market,” the ACSI wrote in its report.
Like many fast-food chains, Chick-fil-A closed dining rooms at locations across the US in late March due to the pandemic. As dining rooms reopen, the chain has made changes such as adding outdoor hand-washing stations for workers, plexiglass shields, and removing condiments and flowers from tables.
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Source:: Business Insider