SAN CLEMENTE, Calif. - A number of the fastest-growing QSRs and fast-casual chains are also among the nation's best-rated large chains and have sustained and improved their overall customer satisfaction ratings as they??ve grown, according to research by Sandelman & Assoc.
According to the firm, these dining options have made customer service excellence a part of their institutional DNA, which has allowed chains to grow at a rapid pace.
The success of these chains inspired Sandelman & Assoc. to recognize the Top 10 Excellent Large Fast-Food Chains (500 or more U.S. units) that were rated "excellent" overall in its Quick-Track study:
- Chick-fil-A 63%
- Panera Bread 58%
- Chipotle Mexican Grill 57%
- Jersey Mike's Subs 53%
- Five Guys Burger & Fries 53%
- Papa Murphy's Pizza 52%
- Zaxby's 51%
- Starbucks 50%
- Jimmy John's 48%
- Whataburger 45%
"Some of the best-rated large chains have so ingrained excellence in the minds of their employees, not only have they grown, but they've grown better in the minds of their customers," said Bob Sandelman, CEO and founder of Sandelman & Associates. "These Top 10 chains offer high-quality fresh food, served in comfortable and inviting surroundings. Several of the fast-food giants have responded with better food and better spaces."
Cafe Rio, a fast-casual Mexican chain based in Salt Lake City, earned top honors for the second year in a row. In 2011, 65% of its customers rated their most recent visit "excellent" overall (rating of "5" on a 5-point scale). Perennial favorites and standard bearers Raising Cane's, Chick-fil-A and In-N-Out tied for No. 2, each garnering an "excellent" rating from 63% of their customers.
- Cafe Rio Mexican Grill 65%
- Raising Cane's Chicken Fingers 63%
- Chick-fil-A 63%
- In-N-Out Burger 63%
- Capriotti??s Sandwich Shop 61%
- Pei Wei Asian Diner 59%
- Lenny's Sub Shop 58%
- Panera Bread 58%
- Chipotle Mexican Grill 57%
- Firehouse Subs 57%
Awards of Excellence are also recognized. For the fourth consecutive year, Little Caesars garners the top spot for "value for the money" and "affordability of the prices." Fast-food unit leader Subway continues to be highest rated for healthy and nutritious food. Sales leader McDonald's for the first time has been supplanted in the No. 1 spot on kid appeal by Chick-fil-A.
The awards are based on results reported in the quarterly syndicated Quick-Track study conducted by Sandelman & Associates, a San Clemente, Calif.-based market research firm that tracks attitudes, awareness and usage for the restaurant industry.