According to The American Customer Satisfaction Index, (ACSI), Restaurant Study 2020-2021, satisfaction with full-service restaurants increases by 1.3%. However, satisfaction with fast-food chains remains steady. Chick-fil A lands the top spot in all restaurants with an ACSI score 83 (on a scale of 0-100).Before the pandemic, customer satisfaction in full-service and limited service restaurants was already at an all-time low. Despite the loss of billions in revenue, there are reasons to be encouraged.The ) Restaurant Study 2020-2021 shows that satisfaction with fast food is steady while full-service restaurants are on the rebound. The sector of Accommodation and Food Services sees satisfaction drop to 0.4%, to 77.6 on ACSIs 0-100 scale. This is a significant stabilization after the sector's larger decline last year.Restaurants had to change their business models or risk closing down due to the pandemic. Customers have seen the benefits of their changes and are likely to continue them.David VanAmburg (Managing Director of the ACSI) says that people are slowly resuming their love for dining out, but they shouldn't discount the convenience. People got to experience the convenience of having food delivered to their homes from their favorite restaurants during the pandemic. They are now used to the service and won't look back. Restaurants must continue to offer customers the same options that they have for the past year and a quarter. They might try something else if they don't.It is interesting that, despite having a business model that does not work well when delivery and takeout become more important, it is its full-service restaurants that are able to satisfy customers' cravings for second helpings.The leaders are the smaller, full-service restaurants, while LongHorn Steakhouse and Olive Garden hold a tie for second.After falling the previous year, full-service restaurants see customer satisfaction rebound, rising 1.3% to an ACSI score 80.A group of smaller restaurants takes the top spot, increasing by 1% to 81. LongHorn Steakhouse, the industry leader last year, falls 1% into a tie for second with Olive Garden (up 1%) and Texas Roadhouse (unchanged at 80).Cracker Barrels continues to decline, with an ACSI score currently at 78. This Southern-themed restaurant chain is now at par with Outback Steakhouse (unchanged), and Red Robin (up 3%)Five full-service restaurants scored 77 out of 77 by ACSI, including ACSI's newcomer The Cheesecake Factory and Applebees (unchanged), Chilis, Red Lobster (down 3%) and TGI Fridays (11%).Buffalo Wild Wings is a newcomer to the industry at the bottom, tied with Dennys (unchanged), and scoring an ACSI score 76. IHOP is in last place with a score of 74 its first year in this study.Chick-fil A holds on to its fast food crown, while Subway fallsAt 78, customer satisfaction with limited-service (fast-food) restaurants is steady.Chick-fil A tops all restaurants and the industry for the seventh year in a row despite slipping 1% to an ACSI score 83.The 80-member group of smaller fast food vendors remains the same, tied to Dominos Pizza, which has seen a 1% increase in year-over year sales. KFC (unchanged), Starbucks (up 1%) are next at number 79, just ahead Panera Bread (down 1%) and Pizza Hut (1%) at number 78. Five Guys, a new burger chain, scored 78 in its debut ACSI appearance.Four chains fall to a score 77: Arbys, Chipotle Mexican Grille (down 4%) and Dunkin (down 3%)Little Caesars and Burger King both maintain their ACSI scores of 75. Panda Express makes its ACSI debut. Subway tumbles 5% to 75.Dairy Queen debuts at the bottom of the industry, scoring 74. It ties Taco Bell (unchanged). At 73, four fast food restaurants are just below: Jack in the Box(unchanged), Popeyes (11%), Sonic (11%), and Wendys (4%)McDonalds is still in the bottom of the category, with an ACSI score of 70.Customers prefer full-service dining to fast food.Full-service restaurants are the best in terms of customer service. The industry actually outperforms limited-service restaurants in almost all aspects of customer experience benchmarks, according to the ACSI.Customers believe that sit-down restaurants are superior to fast food outlets in terms of cleanliness and layout (86 to 82) and food quality (86.82 to 82), variety (84.79) and staff courtesy (85.82).Full-service restaurants also offer better accuracy (88 to 84). These establishments offer greater variety (82-78) and better beverage quality (84-81).Mobile app quality is also better at full-service restaurants (85 to83). Fast-food apps are more reliable than full-service apps (both at 82).The ACSI Restaurant Study 2020-2021 was based on interviews conducted with 19,423 customers. They were randomly selected and contacted by email between April 1, 2020 and March 29, 2021.Daily News Delivery Subscribe to your colleagues to keep up-to-date on the latest trends and news in the Restaurant Industry. Subscribe2021 Restaurant News Resource
