McDonald's Ranks Last Customer Satisfaction
In a recent survey by the American Consumer Satisfaction Index (ACSI), McDonald's finished dead last among its fellow fast food restaurants.
This last place ranking isn't unfamiliar territory for McDonald's. Aside from 2009 when it barely beat out KFC and Burger King, McDonald's has finished last in the survey every year since 1995.
Despite the last place ranking, the restaurant is improving. In the 2012 survey, McDonalds scored a 73 percent satisfaction rate. This is way up from a dismal 59 percent satisfaction rate in 2000.
In a response to the survey, McDonald's issued a statement saying: 'At McDonald's, customer satisfaction has, and continues to be, a top priority. We take all customer feedback seriously. Our internal and third-party research shows that we continue to make progress in satisfying our customers. Business results also reinforce this. In fact, the producers of the American Customer Satisfaction index said that McDonald's customer satisfaction is at an all-time high. Still, we know we can do more by continuing to offer our customers great value, menu variety and a positive service experience every time they visit our restaurants.'
McDonald's also says that is plans to spend $1.5 billion this year to make over its outdated restaurants with improvements including more comfortable seating and WiFi.
The top spot on the survey goes to Papa John's with an 83 percent customer satisfaction rating.
The ACSI score for each company is based on a sample of 250 customer interviews from more than 70,000 annually-conducted surveys.
1. Papa John's – 83%
2. Subway – 82%
3. Little Ceasars – 82%
4. Dunkin Donuts – 79%
5. Pizza Hut – 78%
6. Wendy's – 78%
7. Domino's Pizza – 77%
8. Taco Bell – 77%
9. Starbucks – 76%
10. KFC – 75%
11. Burger King – 75%
12. McDonald's – 73%