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New survey: Texas Roadhouse and Chick-fil-A rule in customer satisfaction

Photo: Chick-Fil-A / Instagram, via MGN, file

BAKERSFIELD, Calif. (KBAK/KBFX) – Texas Roadhouse and Chick-fil-A rule in customer satisfaction, according to a recent survey from the American Customer Satisfaction Index.

ACSI surveys thousands of customers of full-service and fast-food restaurants, then ranks the largest chains on a 100-point scale. The higher the number, the more content folks are with their experiences at that restaurant.

Overall, Americans are happier with restaurants. ACSI reports total customer satisfaction is up by 1.8 percent from a year ago to a score of 79.4.

Americans spend more than half of their food budget on dining out, with annual restaurant sales projected at $799 billion, according to ACSI.

Millennials are gaining spending power, and restaurant chains are responding with amenities like smartphone apps, automated kiosks, and curbside and third-party delivery.

Texas Roadhouse had the highest customer satisfaction score – 83 – among large-chain, full-service restaurants.

The results (note: the “all others” listing is an aggregate category consisting of smaller restaurants):

  • Texas Roadhouse – 83
  • All others – 81
  • Cracker Barrel – 81
  • LongHorn Steakhouse – 81
  • Olive Garden – 80
  • Outback Steakhouse – 79
  • Red Lobster – 79
  • Red Robin – 79
  • TGI Fridays – 79
  • Applebee’s – 78
  • Chili’s – 78
  • Ruby Tuesday – 78
  • Denny’s 77

Chick-fil-A easily beat its fast-food competitors. Compare its score of 87 with McDonald’s last-place score of 69.

The results:

  • Chick-fil-A – 87
  • All others – 82
  • Panera Bread – 81
  • Papa John’s – 80
  • Pizza Hut – 80
  • Subway – 80
  • Arby’s – 79
  • Chipotle – 79
  • Domino’s – 79
  • Dunkin’ Donuts – 78
  • Starbucks – 78
  • KFC – 77
  • Little Caesars – 77
  • Wendy’s – 77
  • Burger King – 76
  • Jack in the Box – 74
  • Taco Bell – 74
  • McDonald’s – 69
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