Subway and Popeye’s gain top spots for best customer experience

10th April 2018 (Last Updated April 10th, 2018 12:35)

Fast food chains Subway and Popeye's Louisiana Kitchen have been rated by US consumers as the top brands for delivering the best customer experience.

Subway and Popeye’s gain top spots for best customer experience
A Subway restaurant in Pittsfield Township, Michigan. Credit: Dwight Burdette.

Fast food chains Subway and Popeye’s Louisiana Kitchen have been rated by US consumers as the top brands for delivering the best customer experience.

The ratings have been generated by American customer experience research firm Temkin Group, and are based on a survey of 10,000 US consumers.

The 2018 Temkin Experience Ratings is an annual customer experience benchmark of companies. During the survey, consumers’ experiences with a company across the level of success, effort and emotion are taken into consideration for ratings.

Of the 24 fast food chains included, Subway scored 83%, taking the top spot and second place out of 318 companies across 20 industries.

“The fast food restaurant does a good job with customer experience. It’s impressive that the four top chains earned excellent scores.”

Popeye’s achieved second place in the foodservice industry by scoring 81%, along with an overall rank of 12 across 20 industries.

Panera Bread and Little Caesar’s are the other two restaurants that received a score of 80%, taking third place jointly and 17th overall.

According to the survey, the fast food industry scored 76% and achieved second place in customer experience out of 20 industries.

However, the average rating of the industry has declined by 0.4% compared to the previous rating of 76.5% scored last year.

Temkin Group managing partner Bruce Temkin said: “The fast food restaurant does a good job with customer experience. It’s impressive that the four top chains earned excellent scores.”

In these ratings, a score of 80% or above is considered excellent, 70% or above as good, and a score below 60% is considered to be poor.