Latest news with #AmericanCustomerSatisfactionIndex
USA Today
6 days ago
- Business
- USA Today
Customers ranked this fast food chain as 'most satisfying,' again
When it comes to customer satisfaction, one fast food chain has been consistently ranked at the top for happy customers. According to the American Customer Satisfaction Index, Chick-fil-A was voted the highest in customer satisfaction for the 11th consecutive year. The chain beat its fast food competitors as well as other brands like Panera, Starbucks and Domino's. But Chick-fil-A's continued dominance comes as the fast food industry faces a shaky year amid higher prices and an uncertain economic outlook. "Consumers frustrated by high prices shifted from big-name fast food brands to smaller up-and-coming competitors, convenience stores, or just stayed home," according to the study. "Compared to restaurant menu inflation, food-at-home prices were up just 1.2%." Chick-fil-A was not spared, either. According to the study, the chain's sales have grown 5.4%, but that growth has been the slowest in more than two decades. The index is based on more than 16,000 surveys that measure food prices and satisfaction, among other factors. Customers who participated in the survey were also asked to grade the United States' largest fast food chains based on their most recent dining experiences. Fast food chains see slower growth and delivery According to the study, McDonald's, which recently re-released its beloved Snack Wraps, only saw a growth of 0.2%. The same study asked customers what their thoughts were on food delivery applications. DoorDash received a 74 out of 100 satisfaction score, while Uber Eats received a 75 and Grubhub a 73. "While prices remain the lowest-scoring part of the food delivery experience, scores have improved somewhat with fairness of food prices and fairness of taxes and service fees both up 3% to 71," according to the report. Fernando Cervantes Jr. is a trending news reporter for USA TODAY. Reach him at and follow him on X @fern_cerv_.
USA Today
6 days ago
- Business
- USA Today
AT&T Internet: Top plans, pricing and speeds
AT&T — the largest U.S. fiber internet provider — is known for its reliable fiber network offering equal upload and download speeds up to 5,000 Mbps (5 GB).* These fast download speeds make AT&T fiber plans a great option if you live in an ultra-connected home with 20 or more connected wireless devices. AT&T home internet plans are available in 22 states, with AT&T Fiber in cities and suburbs and AT&T wireless/copper in rural areas. Copper plans have slower download speeds than fiber. You may also be able to bundle your home internet plan with AT&T Mobile or DIRECTV. AT&T Wi-Fi rated According to the latest data from the American Customer Satisfaction Index (ACSI), AT&T earned the highest customer satisfaction ranking for fiber internet services, above Google Fiber, Verizon Fios and Frontier Fiber. Here's what you need to know about AT&T home internet plans. Top AT&T internet plans and prices With AT&T's range of speeds, prices and technologies from fiber to 5G, there's a plan that suits your needs, no matter your usage or preferences. Guide to AT&T internet plans Here's a deeper look into some of the most popular AT&T home internet plans. AT&T Internet 300, 500 or 1 Gig Pros: Cons: AT&T Internet 2 Gig or 5 Gig Pros: Cons: AT&T Fiber 5 Gigabit plans include premium equipment upgrade, Wi-Fi 7 gateway, AT&T Active Armor advanced internet security and AT&T Extended Wi-Fi Coverage Service. AT&T Internet This is one of AT&T's rural internet options. Pros: Cons: AT&T Internet Air AT&T Internet Air is AT&T's fixed wireless, or 5G, home internet option. Pros: Cons: Best AT&T internet deals AT&T Fiber vs. top internet providers Here's how AT&T Fiber compares to other top internet service providers*. AT&T internet features AT&T internet offers value with additional features in certain packages, includingenhanced security, VPN access and access to public hotspots. AT&T ActiveArmor AT&T Wi-Fi Hot Spots AT&T has hundreds of Wi-Fi Hot Spots located in retail stores, restaurants, airportsand more. How reliable is AT&T internet? According to a 2024 report, AT&T provides speed consistency at 95.3%, meaning customers experience minimal internet downtime and highly reliable Wi-Fi. AT&T is the fastest internet service provider (based on median speeds) and 27% faster than the next closest competitor. Low-cost home internet with AT&T AT&T Access is low-cost internet from AT&T Fiber for $30 a month with no equipment fees, deposits or contracts. Wi-Fi and installation included. AT&T availability AT&T is available in these 22 states: Alabama, Arizona, Arkansas, California, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Missouri, Nevada, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas and Wisconsin. AT&T Fiber lines comprise a quarter of its overall coverage area, and the rest consists of fixed wireless and copper services. Because fiber infrastructure is expensive, it is mainly found in cities and suburban areas. That said, AT&T is continually working to expand its fiber network. Can you bundle AT&T internet? AT&T partners with DIRECTV for TV and internet bundles. DIRECTV can provide TV service with streaming or with a satellite. The streaming version offers fewer live channels, but you can opt for a satellite to get the maximum number of channels. Below are a couple AT&T bundle offers: AT&T customer service AT&T earned the highest ranking from ACSI for fiber internet services, above Google Fiber, Verizon Fios and Frontier Fiber. AT&T also ranked high in non-fiber internet services, coming in second to T-Mobile. Fiber connections are higher-speed and consistent than copper lines, which is likely why AT&T Fiber customers reported more satisfaction with their internet service than those in AT&T's copper line coverage zones. Frequently asked questions How much you'll pay monthly for AT&T home internet will depend on your plan, speed, location and any discounts you qualify for, like bundling discounts. For example, AT&T Fiber 1 Gig plan prices start at $80 a month, plus taxes and fees. The fastest AT&T home internet plan is AT&T Fiber 5 Gig. This plan has download and upload speeds of 4,700 Mbps. If you have an ultra-connected smart home, this plan may make sense for you. AT&T Fiber 5 Gig plans start at $245 a month, plus taxes and fees. AT&T Fiber 5 Gigabit plans include premium equipment upgrade, Wi-Fi 7 gateway, AT&T Active Armor advanced internet security and AT&T Extended Wi-Fi Coverage Service. AT&T Access plans start at $30 a month, but you must meet income-related requirements to qualify. Check the full list of requirements here. Contributing: Lisa Iscrupe, Hannah Whatley, Allconnect
Miami Herald
20-06-2025
- Business
- Miami Herald
McDonald's secures honor no restaurants wants
America's restaurant industry is at a post-pandemic crossroads, grappling with rising prices, shifting consumer habits, and the relentless march of digital transformation. Both independent eateries and well-known chains have been suffering and closing rapidly, and there doesn't seem to be one reason for failure or recipe for success. Don't miss the move: Subscribe to TheStreet's free daily newsletter Yet, as the latest 2025 American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery Study reveals, the biggest names in the business often fall short where it matters most: customer satisfaction. While large chains dominate the landscape in terms of sales and visibility, their sheer scale doesn't always translate to happy customers. In fact, the ACSI study shows that many of the industry's largest players - especially in the quick-service and food delivery sectors - routinely fall behind smaller rivals in customer satisfaction scores. For example, the quick-service restaurant (QSR) sector maintained a customer satisfaction score of 79 out of 100. Chick-fil-A led the survey for the 11th year in a row, scoring 83. McDonald's, Wendy's, and Taco Bell failed to make the top tier, overshadowed by regional favorites and smaller brands that have made strides in customer service. McDonald's earned the worst ACSI score (70), but ACSI analysts believe the chain's new efforts to speed up research and development needed to drive faster technology and menu changes could reverse the company's slide. Raising Cane's and Wingstop, relative newcomers compared to some names on the list, are gaining ground by focusing on a limited menu, quality, and digital engagement even as they grow. The full-service segment tells a similar story. Texas Roadhouse, a chain that emphasizes local flair and attentive service, topped the list with an 84. Olive Garden and LongHorn Steakhouse also performed well, but many other big names struggled. Chili's, for example, saw its score drop by 3%, while Buffalo Wild Wings and Denny's posted some of the lowest satisfaction ratings in the sector. Related: Trader Joe's rivals could learn a lesson from the cult favorite company What's driving the gap? "Large chains often face challenges maintaining consistency and personal touch as they expand. Customers notice when service feels impersonal or when digital experiences don't match up to expectations," said Associate Professor of Marketing at Michigan State University and ACSI's Director of Research Emeritus, Forrest Morgeson, in an announcement. Digital ordering and delivery have become critical to the restaurant experience, but the biggest brands are stumbling here, too. The nationwide chains rely on digital platforms for ordering and delivery, but the third-party services may make it difficult for them to provide a seamless or consistent experience. Satisfaction is highest among dine-in customers (83), but falls for carry-out (79) and drops even further for delivery (74). The complexity of scaling digital operations appears to be a stumbling block for many industry leaders. Perhaps nowhere are the challenges facing big brands more evident than in food delivery. While the sector as a whole improved slightly to a satisfaction score of 74, smaller delivery brands outperformed the giants. Uber Eats scored 75, while DoorDash and Grubhub each managed only 73. Chick-fil-A also led in the South and West and tied with Culver's in the Midwest, while Starbucks took the Northeast. In the burger category, Culver's edged out Burger King; in pizza, Papa Johns and Pizza Hut came out on top - demonstrating that even within categories, the biggest names don't always win. As the restaurant industry faces economic headwinds and changing consumer expectations, the ACSI survey makes one thing clear: being big isn't enough. Customers want quality, consistency and a personal touch. These are areas where smaller or regional brands can beat out the big nationwide chains. Related: Trader Joe's making huge mistake not copying Walmart, Target The Arena Media Brands, LLC THESTREET is a registered trademark of TheStreet, Inc.
Miami Herald
18-06-2025
- Business
- Miami Herald
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.'
New York Post
18-06-2025
- Business
- New York Post
Chick-fil-A's stronghold on customer satisfaction outshines other restaurants
Americans have a lot of choices when they want to eat out, whether it be at a fast-food chain or a full-service restaurant, with customer satisfaction being a significant factor in where they go. A new report from the American Customer Satisfaction Index (ASCI) offers insight into how brands stack up in terms of customer satisfaction. Advertisement In general, customer satisfaction with quick-service restaurants stayed the same as last year, coming in at 79 out of 100, according to the ASCI Restaurant and Food Delivery Study 2025. Of fast-food brands, Chick-fil-A notched the highest customer satisfaction score, at 83, the study said. It also ranked highest out of chicken-focused fast-food joints specifically. The chain, which has over 3,000 locations throughout the U.S. and Canada, has now held the top spot for customer satisfaction among quick-service restaurants for 11 consecutive years. Advertisement In the overall fast-food scoring, there was a two-way tie for second-place. 6 Of fast-food brands, Chick-fil-A notched the highest customer satisfaction score, at 83, the study said. Refrina – Panda Express and Starbucks received scores of 80, according to the ASCI. Starbucks posted a 4% jump in customer satisfaction year-over-year, the study found. Advertisement Arby's, Panera Bread, Papa Johns and Pizza Hut, with scores of 79, were not far behind, according to the data. The fast-food brand with the lowest customer satisfaction score in the study was McDonald's, at 70. That was 1% lower than last year. 6 Starbucks received scores of 80, according to the ASCI Christopher Sadowski However, the ASCI said the company's 'new efforts to speed up R&D to drive faster technology and menu changes may reverse this trend.' Advertisement McDonald's recently debuted McCrispy Strips on its U.S. menus and will reintroduce its fan-favorite snack wraps next month. The company has also said beverages are an area where it can see major growth. The full-service restaurant sector, meanwhile, had a customer satisfaction score of 82, according to the ASCI. That marked a decrease of 2% from last year. 6 The fast-food brand with the lowest customer satisfaction score in the study was McDonald's, at 70. Christopher Sadowski The ASCI said full-service restaurant customers 'perceive less value and are frustrated with their carry-out and delivery experiences' but noted food and service benchmarks were still 'quite high.' Texas Roadhouse, which tied for first with LongHorn Steakhouse last year, held onto the top customer satisfaction score for sit-down restaurants this year despite a 1% drop. It scored 84. With a decrease in customer satisfaction of 2%, LongHorn Steakhouse dropped to No. 2, receiving an 83, per the study. Advertisement Darden Restaurants-owned Olive Garden, at 81, was below LongHorn. 6 Texas Roadhouse, which tied for first with LongHorn Steakhouse last year, held onto the top customer satisfaction score Christopher Sadowski Two brands – Applebee's and Cracker Barrel – scored 80 for customer satisfaction, the ASCI study found. ASCI Director of Research Emeritus Forrest Morgeson said in a statement that restaurants 'can't simply rely on their traditional playbooks anymore.' Advertisement 'The brands that succeed will be the ones that adapt quickly to shifting tastes without compromising consistency or experience,' he said. 6 Two brands – Applebee's and Cracker Barrel – scored 80 for customer satisfaction, the ASCI study found. Oksana – The ASCI's study also looked at how food delivery services were faring on customer service. It found 'smaller' services saw higher customer satisfaction compared to major companies such as Uber Eats, DoorDash and Grubhub. Advertisement The small services had a score of 77, two points higher than Uber Eats and five points higher than DoorDash and GrubHub. In general, customer satisfaction for food delivery services hit 74, a 1% year-over-year increase. 6 'Smaller' services saw higher customer satisfaction compared to major companies such as Uber Eats, DoorDash and Grubhub. Christopher Sadowski 'While prices remain the lowest-scoring part of the food delivery experience, scores have improved somewhat with fairness of food prices and fairness of taxes and service fees both up 3% to 71,' the ASCI report said, noting customer satisfaction with food delivery mobile apps and websites also made some gains. Advertisement The average total that U.S. households spend on eating out each month averages $269 per month, according to WalletHub. Some restaurant brands have been contending with consumers eating out less and spending less when they do in recent months as economic uncertainty has factored into their decisions.
