ACSI Report Shows Customer Satisfaction Holding Steady

June 30, 2015

The satisfaction gap between fast food and full-service restaurants is the largest since 2010. Customers are less satisfied with fast food as their discretionary income improves and preferences shift in favor of quality over price, according to new data from the American Customer Satisfaction Index (ACSI). Customer satisfaction with full-service restaurants holds steady at 82 on ACSI’s 100-point scale, while fast food restaurants fall 3.8 percent to 77, the lowest score in five years.

“The job market is the strongest it has been in years, which is having an interesting effect on supply and demand,” says Claes Fornell, ACSI chairman…