In 2022, the American Customer Satisfaction Index (ACSI) released their findings for the restaurant industry. The report scores customer satisfaction on a scale from 0 to 100, and this year, Chick-fil-A came in first place with an impressive score of 83.
What makes Chick-fil-A so special? According to the report, it's a combination of factors: staff friendliness, overall value, and food quality. Let's take a closer look at each of these.
Introduction to the American Customer Satisfaction Index
The American Customer Satisfaction Index (ACSI) is an annual report that measures customer satisfaction with the quality of goods and services offered by companies in the United States. This report is compiled by the University of Michigan's Ross School of Business.
The ACSI measures customer satisfaction on a scale of 0 to 100, with a score of 50 indicating average satisfaction. Chick-fil-A has led the ACSI Restaurant Study 2021-2022 in customer satisfaction for 8 consecutive years, with a score of 84. This is significantly higher than the full service restaurants, which scored 80 on the ACSI.
The Results: Chick-Fil-A at the Top
You might be surprised to learn that Chick-fil-A has topped the American Customer Satisfaction Index (ACSI) for the quick service restaurant chain for eight consecutive years. In fact, their score has been so consistent that they boast an ACSI score of 83. This is in comparison to the industry average of 80.
What's even more impressive is that the quick service satisfaction increased 1.3 percent to an ACSI score of 80. This increase was driven by increases in staff friendliness and overall value. Keep in mind that the study only measures customer satisfaction, not profitability or employee satisfaction.
Factors That Contribute to an Excellent Restaurant Experience
When it comes to the American Customer Satisfaction Index (ACSI) rankings for restaurant chains, Chick-fil-A always comes out on top. This year, it even beat out all of the fast food chains.
What sets Chick-fil-A apart? There are a few factors that contribute to an excellent restaurant experience: staff friendliness, overall value, and food quality.
Chick-fil-A employees are famously friendly and go the extra mile to make sure customers have a great experience. Plus, the chain offers great value for your dollar. You can get a filling meal without spending a lot of money. And finally, the food is always fresh and tastes great.
How Chick-Fil-a Earned Its High Score on the ACSI
It's clear that Chick-fil-A is doing something right, as evidenced by its leading score of 84/100 in the American Customer Satisfaction Index (ACSI). What exactly earned them that high rating?
The ACSI survey found that Chick-fil-A customers value both staff friendliness and overall value, which together accounted for the chain’s high rating. In fact, Chick-fil-A’s ratings in these two categories are higher than those of all other quick service restaurants in the survey.
More specifically, respondents said they liked how Chick-fil-A employees were helpful, efficient, and genuinely friendly – all qualities that tended to make customers feel more valued. They also noted the restaurant’s affordability and general quality of food as positives. In comparison, Chipotle was the second highest rated chain with a score of 80/100.
These findings show why Chick-fil-A has been given the top rating for 8 consecutive years in the ACSI survey – it is truly setting an example for other restaurant chains!
Tips for Restaurants to Improve Their Scores on the ACSI
If you're looking for ways to boost your own restaurant's scores in the ACSI, Chick-fil-A shares some key tips for success. The obvious one is to focus on customer service excellence, but there are a few other things you can do as well.
First, make sure your staff is always friendly and helpful. This goes beyond greeting customers with a smile—they need to be attentive and willing to help customers find what they need.
Second, offer competitive prices and overall value for your customers. Value isn't just about pricing—it's also about the overall experience. Think about adding special menus or promotions that make people feel special when they dine at your restaurant.
Finally, make sure you're engaging with your customers on social media. This is important not just for marketing but also customer feedback—encourage customers to share their honest opinions and take their comments seriously so they know you value their input as well.
When it comes to the leading quick service restaurants, Chick-fil-A is head and shoulders above the rest. This is thanks to the great food quality, the speed of service, and the pleasant atmosphere. But what really sets Chick-fil-A apart is the staff friendliness and the overall value.