For the eighth consecutive year, Chick-fil-A has been named America’s favorite restaurant, fast food or otherwise, according to the American Customer Satisfaction Index (ACSI) Restaurant Study 2021-2022.
The study — which cited Chick-fil-A’s exceptionally high ranking as a “stranglehold on the fast-food industry" — measured customer satisfaction among more than 20,000 randomly selected customers between April 2021 and March 2022.
On a scale of 0 to 100, Chick-fil-A led all restaurants with an unchanged ACSI score of 83.
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In contrast, McDonald’s fell 3% and held onto its last-place ranking with a score of 68.
Several other smaller fast-food restaurants tied Jimmy John’s for second place with a 79, followed by Domino’s (down 3%) and KFC (down 1%) at 78 apiece.
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Chipotle, Panera Bread (down 1%), Pizza Hut and Starbucks gained a 77 score, while Arby’s, Five Guys and Papa John’s sank to 76.
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Somewhere in the middle of the pack were Burger King, Little Caesars and Panda Express at 75; Dairy Queen, Dunkin’ and Sonic at 74, and Wendy’s close behind at 73.
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The lowest four-performing restaurants were Jack in the Box and Taco Bell at 72, while Popeyes fell 3% to 71, leaving only McDonald’s at the bottom of the list.
In addition to fast food, Chick-fil-A also hammered the highest-ranked sit-down restaurants: Longhorn Steakhouse, Texas Roadhouse, Cracker Barrel and TGI Fridays.
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Following the pandemic, most restaurants were obligated to depend more on touchless technology to stay in business, including improving their mobile app quality, which not all were able to do, according to Forrest Morgeson, Director of Research Emeritus at ACSI.
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“With fewer resources, smaller chains and independent restaurants are offering apps that aren’t making the grade per customer,” said Morgeson. “In contrast, positive shifts in both mobile app quality and reliability for several larger chains appear to reflect major app updates for these bigger industry players.”
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Owned by a pious Baptist family and with a policy of being closed on Sundays, Chick-fil-A has garnered controversy for its leadership’s religious resistance to same-sex marriage and connections to conservative Christian groups.
There have been several examples of local governments or college campuses aspiring to prohibit the chicken sandwich chain over their conservative views.
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Chick-fil-A has often been slammed after its President, Dan Cathy, voiced his opposition to gay marriage in 2012.
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The company also had to publicly declare in 2019 that it “remains committed to Christian values" after the fast-food chain’s charity arm decided to no longer donate to three organizations criticized for upholding traditional Christian beliefs on sexuality.
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Trudy Cathy White, the daughter of Chick-fil-A's founder S. Truett Cathy and his wife, Jeannette, previously told The Christian Post that the family sees themselves as in the "people business," not just the "chicken business."
"We do appreciate the fact that we feel like God is blessing our business," she told CP. "I don't know that there's really a secret to it. My dad built this business based on biblical principles. He felt like his business decisions kind of go hand in hand with biblical principles. That's no secret. There's a lot of things that we are taught in God's Word and we've been able to put it into practice in our business."
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"Above everything, I think at Chick-fil-A we've gotten real clarity of our purpose of why we're in business," she added. "That's been really important to us. Back in the early '80s, we recognized the fact that we didn't have a real clear direction as to why we were in business. But we know today that we're in business to glorify God by being a faithful steward of all that's been trusted to us and to have a positive influence on all who come in contact with Chick-fil-A. We love selling chicken but we're really more in the people business."
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