Fast Food Restaurants

The ACSI has over 25 years of experience analyzing customer satisfaction with limited-service restaurant chains serving the U.S. consumer market. Each year, the ACSI interviews hundreds of diners about their recent experiences at fast food restaurants. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Limited-Service Restaurant Benchmarks »

ACSI Restaurant Study 2020-2021 »

Fast Food Customer Experience Benchmarks

For restaurant industries, the ACSI captures customer opinions about critical elements of the dining experience, including:

    • Staff courtesy and helpfulness
    • Checkout or delivery speed
    • Order accuracy
    • Restaurant layout and cleanliness
    • Food variety
    • Beverage variety
    • Food quality
    • Beverage quality
    • Quality of mobile app
    • Reliability of mobile app
    • Website

The ACSI Client Advantage

Limited-service restaurant industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential limited-service restaurant industry data spanning more than 25 years, with over 30 data points per year for the largest fast food operators in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Restaurant clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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