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[STK]
[IN] FOD REA
[SU] SVY
TO BUSINESS, AND FOOD EDITORS:
Chick-fil-A and Sonic Drive-In Earn Top Customer Experience Ratings
for Fast Food Chains, According to Temkin Group
WABAN, Mass., March 20, 2014 /PRNewswire/ -- Chick-fil-A and Sonic
Drive-In deliver the best customer experience in the fast food
industry, according to the 2014 Temkin Experience Ratings, an annual
ranking of companies based on a study of 10,000 U.S. consumers.
Chick-fil-A led the food chains for the third year in a row, landing
it in 3rd place overall out of 268 companies across 19 industries.
Sonic Drive-In came in a very close second with an overall ranking of
5th. Five other fast food chains earned an "excellent" rating: Dairy
Queen, Starbucks, Little Caesar's, Subway, and Burger King. The food
chains with the lowest rated customer experience are McDonalds, Baskin
Robins, and Orange Julius.
"Chick-fil-A continues to stand out amid an industry that receives
overall strong marks for customer experience," states Bruce Temkin,
managing partner of Temkin Group.
Here are some additional findings from the fast food industry:
-- The ratings of all fast food chains in the 2014 Temkin Experience
Ratings are as follows: Chick-fil-A (83, Sonic Drive-In (82%), Dairy
Queen (81, Starbucks (81%), Little Caesar's (80%), Subway (80%),
Burger King (80, Pizza Hut (79%), Domino's (79%), Wendy's (79%),
Arby's (77, Taco Bell (77%), Dunkin' Donuts (76%), Jack in the Box
(76, Hardees (76%), KFC (76%), Quiznos (75%), McDonalds (75%),Baskin
Robbins(73, and Orange Julius (71%).
-- KFC (+9 points), Burger King (+5 points), Wendy's (+5 points), and
Taco Bell (+5 points)improved their ratings the most between 2013 and
2014.
-- Dunkin' Donuts (-4 points), Arby's (-2 points),and Jack in the Box
(-2 points)were the only fast food chains whose ratings declined
between 2013 and 2014.
-- Overall, the fast food industry averaged a 78% rating in the 2014
Temkin Experience Ratings and placed 2nd out of 19 industries. It was
also one of the 15 industries to improve its rating over the past
year, increasing its average by 2.2 percentage points.
Now in its fourth year of publication, the 2014 Temkin Experience
Ratings examines the quality of the customer experience delivered by
268 organizations across 19 industries: airlines, appliance makers,
auto dealers, banks, car rental agencies, computer makers, credit card
issuers, fast food chains, grocery chains, health plans, hotel chains,
insurance carriers, Internet service providers, investment firms,
parcel delivery services, retailers, software firms, TV service
providers, and wireless carriers.
To generate these ratings, Temkin Group asked consumers to evaluate
their experiences with a company across three dimensions: functional
(can you do what you want to do?), accessible (how easy is it to work
with the company?), and emotional (how do you feel about the
interactions?). Temkin Group then averaged these three scores to
produce a company's Temkin Experience Rating.
In these ratings, a score of 70% or above is considered "good," and a
score of 80% or above is considered "excellent."
The 2014 Temkin Experience Ratings, along with other ratings, can be
accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report "2014 Temkin Experience Ratings" is available for
download at the Customer Experience Matters@blog
(ExperienceMatters.wordpress.com) and at the Temkin Group website,
www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading
customer experience research and consulting firm. Many of the world's
largest brands rely on its insights and advice to steer their
transformational journeys, and Temkin Group accelerates their results
by combining customer experience thought leadership with a deep
understanding of organizational dynamics. Rather than layering on
cosmetic changes, Temkin Group helps companies embed practices within
their culture by building four critical competencies: Purposeful
Leadership, Employee Engagement, Compelling Brand Values, and Customer
Connectedness. The firm's ongoing research identifies leading and
emerging best practices for engaging the hearts and minds of
customers, employees, and partners. For more information, contact
Bruce Temkin at 617-916-2075 or send an email.
*Customer experience matters is a registered trademark of Temkin
Group.
Read more news from Temkin Group.
SOURCE Temkin Group
-0- 03/20/2014
/Web Site: http://www.TemkinGroup.com
CO: Temkin Group
ST: Massachusetts
IN: FOD REA
SU: SVY
PRN
-- PH86660 --
0000 03/20/2014 12:30:00 EDT http://www.prnewswire.com
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