A research report published by Temkin Group,2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings.
The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 17 fast food chains:Arby’s,Burger King,Chick-fil-A,Dairy Queen,Domino’s,Dunkin’ Donuts,Hardee’s,Jack in the Box,KFC,Little Caesar’s,McDonalds,Pizza Hut,Sonic Drive-In,Starbucks,Subway,Taco Bell, andWendy’s.
Chick-fil-A,Starbucks, andSubway earned the top customer experience ratings in the industry and are tied for third spot across all 206 companies. The three leading fast food chains are the only ones in the industry to earn “excellent” customer experience ratings. Eleven of the 17 fast food chains earned “good” ratings while the bottom three –Hardees,Domino’s, andJack in the Box — earned “okay” ratings.
The overall fast food industry earned the second spot out of 18 industries, slightly behind grocery chains but well ahead of other industries
Posted by Ann Chen