18-06-2025
This fast-food chain scored best in customer satisfaction — again, survey says
Grabbing takeout has gotten more expensive, but customers' loyalty to a certain chicken chain remains unshaken, according to the American Customer Satisfaction Index.
Atlanta-based Chick-fil-A leads in customer satisfaction, besting its quick-service industry rivals for the 11th year in a row, the ACSI said in its 2025 Restaurant and Food Delivery Study.
Known for its original chicken sandwich, the chain held steady with an ACSI score of 83 despite seeing its 'slowest growth' in U.S. sales in 20 years, according to the index.
The report, published Tuesday, June 17, was based on 16,381 surveys conducted over 12 months ending in March 2025, the index said. Individual scores are reported on a 0-100 scale.
McClatchy News reached out to Chick-fil-A for comment June 18 and was awaiting a response.
For the study, the ACSI asked customers about their experiences with the nation's largest companies, including quick-service, full-service, and 'an aggregate category consisting of 'all other'' restaurants.
Customer satisfaction among quick-service (aka fast-food) restaurants remained unchanged from last year, holding steady with an ACSI score of 79, according to the report. Some chains did better than others at keeping customers happy, however.
Panda Express jumped 4% to an ACSI score of 80, tying with Starbucks for second place, the report says. Arby's finished in third with a ACSI score of 79, a 1% dip from the year before.
Texas-based KFC saw the biggest slide, falling 5% from 81 to 77, according to the study. The ACSI cited competitors' ability to adapt to changing customer preferences more quickly.
'According to ACSI data, customer assessments of both menu variety and food quality for KFC have declined substantially,' the report says.
McDonald's landed in last place with an ACSI score of 70, falling 1% from the year before, per the report.
The burger giant recently announced plans to extend its late-night hours in a push to boost sales. It reported a 3.6% drop in U.S. store sales in the first quarter of 2025, marking 'its worst performance since the pandemic,' GlobalData reported.
Chick-fil-A remained a favorite in the chicken chain category and earned high marks regionally, showing mass appeal with customers in the South and West, according to the ACSI report. However, it tied with Wisconsin-based Culver's for the No. 1 spot in the Midwest, results show.
Overall customer satisfaction with fast-food chains was based on benchmarks, including order accuracy and the helpfulness of restaurant staff, the study showed.
'Accuracy of food order and quality of mobile app lead the way at 85, both down 1% year over year,' according to the report. 'Mobile app reliability is 1% lower at 84, matching beverage quality, staff courtesy and helpfulness, food quality, and website satisfaction.'
