Operations

Chick-fil-A again tops the industry in service

The quick-service chain finished second overall in a ranking of 300 consumer brands.
Chick-fil-A
Chick-fil-A has routinely scored high in customer service rankings. | Photo: Shutterstock.

Chick-fil-A might need a larger trophy case.

The quick-service chicken chain finished second in a new ranking of 300 consumer brands by service levels, bested only by The UPS Store. No other restaurant chain was rated as high.

Beating all other restaurant chains in a ranking by customer-service levels is nothing new for the Atlanta-based operation. It has perennially outperformed other systems in ratings by a third party.

In this case, there was a fourth party as well. The ranking of customer service came from HundredX, a supplier that describes itself as a consumer insights provider, and Forbes.

Chick-fil-A’s closest restaurant competitor was Mission BBQ, which finished eighth among the 300 rated consumer brands. Dutch Bros earned the Number 3 restaurant spot.

The highest-placing full-service restaurant brand was Texas de Brazil, a churrascaria concept, which finished in the Number 20 spot overall.

Rounding out the Top 10 restaurant operations were Raising Cane’s (at Number 41), The Capital Grille (42), In-N-Out (45), Texas Roadhouse (46), Ruth’s Chris (48), Coopers Hawk (50).

Twenty percent of the Top 50 finishers were restaurant brands.

The 300 Best Brands for Customer Service list was based on consumer feedback collected by HundredX from members of charitable operations. The company provides funding to the groups in exchange for access to their memberships.

Brands were evaluated on the basis of service speed, problem resolution, personal interaction and what service was provided.

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