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Chick-fil-A Leads Restaurant Satisfaction for 9th Straight Year, but Jimmy John’s and Outback Steakhouse Are Closing the Gap, ACSI Data Show
Customer satisfaction with restaurants is up in 2023, with full-service restaurants returning to pre-pandemic levels and fast food outlets rebounding to within a point of their 2019 score.
Outback Steakhouse is the new leader in the full-service restaurant industry, surging 8% to an ACSI score of 83. Chick-fil-A remains the fast food king, leading the industry and all restaurants for the ninth straight year after climbing 2% to an ACSI score of 85.
Despite rising prices, perceived value is improved among both full-service and fast food restaurants. Olive Garden has made it a point to keep menu price increases below the inflation rate, and as a result, perceived value and quality with the restaurant each improve 5%. Applebee's, which actually raised menu prices, gains 7% in quality and 5% in value.
The ACSI Restaurant Study 2023-2023 is based on interviews with 16,250 customers, chosen at random and contacted via email between April 2022 and March 2023. The study also reveals customer satisfaction with key components of the dining experience, including restaurant layout and cleanliness, beverage variety, food variety, courtesy and helpfulness of staff, and more.
Key findings:
- Customer satisfaction with full-service restaurants is up 1% to a score of 81.
- Customer satisfaction with fast food outlets is up 3% to 78.
- Outback Steakhouse is the new leader in the full-service restaurant industry, with an ACSI score of 83.
- Chick-fil-A remains the fast food king, with an ACSI score of 85.
- Perceived value is improved among both full-service and fast food restaurants.
- Olive Garden has made it a point to keep menu price increases below the inflation rate, and as a result, perceived value and quality with the restaurant each improve 5%.
- Applebee's, which actually raised menu prices, gains 7% in quality and 5% in value.