Fast food chains have long been a staple of American culture, with the majority of families (83%) dining at them at least once a week.
However, new data from the American Customer Satisfaction Index (ACSI) has revealed that not all fast-food chains are seen as equal. The ACSI Restaurant Study 2021-2022 surveyed over 20,000 customers between April 2021 and March 2022 to gauge their opinions on critical elements of the customer experience in the fast-food industry.
While Chick-fil-A has maintained its lead as the most beloved chain for the eighth consecutive year with a steady ACSI score of 83, the same cannot be said for America’s largest fast-food chain, which has seen its score decline to a dismal 68.
Here are America’s least favorite fast-food chains, according to the ACSI.
12. Burger King
Customer Satisfaction Index in 2021: 76
Customer Satisfaction Index in 2022: 75
% Change: -1%
With over 18,000 restaurants in more than 100 countries, the “Home of the Whopper” is a well-established name in the restaurant industry. But according to the ACSI data, Burger King is far from being crowned a customer favorite. In fact, it seems the company’s loyal fan base has dwindled, with Burger King consistently ranking low on the list of fast-food chains.
What customers say: “Trashy workers, who talk like they’re not educated. Laughed after I showed them the issue. Attitude from the moment I pulled up to the drive thru. Completely disrespectful. Manager showed no concern about the issue. Ruined my appetite. Not wearing sanitizing gloves while handling food.” –Nick of Milwaukee
11. Little Caesars
Customer Satisfaction Index in 2021: 76
Customer Satisfaction Index in 2022: 75
% Change: -1%
It appears that fewer customers are willing to shout Little Caesars’ famous chant, “Pizza, pizza,” from the rooftops. The popular pizza chain’s customer satisfaction score dropped by one point from 76 to 75 in one year per ACSI data.
What customers say: “I wish a negative score was possible I got food from the Little Caesars, and my food had glass in it. Since then I have called, filled out their complaint form and absolutely no one has contacted me.” –Jeanie Bolte
10. Panda Express
Customer Satisfaction Index in 2021: 76
Customer Satisfaction Index in 2022: 75
% Change: -1%
Panda Express, the popular fast-casual Asian restaurant chain, has been a go-to choice for many customers seeking a quick and satisfying meal. However, according to the latest ACSI data, the chain’s customer satisfaction score has been on the decline, dropping from 76 to 75 in the last year.
What customers say: “Literally one star, waited for 2 hours, they told me someone else picked it up and try to resolve it by giving me food which is half of the value.” –Wens
9. Subway
Customer Satisfaction Index in 2021: 75
Customer Satisfaction Index in 2022: 75
% Change: 0%
It appears that Subway’s customer satisfaction score is not as “fresh” as the sandwich chain would like it to be, as it has remained stagnant at 75. This indicates that customers are less than impressed with the quality of Subway’s food and service.”
What customers say: “If I could give a negative, I would.” –T Fails
8. Dairy Queen
Customer Satisfaction Index in 2021: 74
Customer Satisfaction Index in 2022: 74
% Change: 0%
Dairy Queen’s ice cream treats have been a fan favorite for ages, but it seems like customers are starting to get a brain freeze from the chain’s service. The chain’s score has remained stagnant at 74, with customers expressing concerns about food quality and service speed.
What customers say: “Slow and rude, never coming back here again.” –Michael Melton
7. Dunkin’
Customer Satisfaction Index in 2021: 77
Customer Satisfaction Index in 2022: 74
% Change: -4%
Dunkin’, the beloved coffee and donut chain, is no longer running on full power, according to the latest ACSI data. The chain’s customer satisfaction score has taken a huge hit, dropping from 77 to 74, a 4% decrease.
What customers say: “Used to be better. I remember back in the day, you could get a good-sized donut for less than a dollar. Now they’ve gotten rid of combos and the quality of their stuff sucks. It tastes like chemicals with every bite.” Maria
6. Sonic
Customer Satisfaction Index in 2021: 73
Customer Satisfaction Index in 2022: 74
% Change: 1%
While the ACSI data shows Sonic’s customer satisfaction score has increased from 73 to 74, the popular fast-food chain still ranks low on the list of customer favorites among fast-food chains.
What customers say: “Got charged 2 different amounts on the same day but only bought food there for 1 of the charges that was on my credit card. I believe I got charged for someone’s else’s order. This isn’t the first time this has happened at Sonic. I will only pay cash in the future, if I ever go back to Sonic.” K & B McCorkle
5. Wendy’s
Customer Satisfaction Index in 2021: 73
Customer Satisfaction Index in 2022: 73
% Change: 0%
The home of square burgers and “fresh, never frozen” beef may need to spice things up a bit to improve its customer satisfaction score. Wendy’s score has remained stagnant at 73, with customers expressing concerns about food quality and service speed.
What customers say: “Horrible service, food cold and the managers are just as rude. Young lady did not even give me a receipt. I went to the window to find no one nowhere to be found. I would not go back there.” –Michelle of Saint Louis
4. Jack in the Box
Customer Satisfaction Index in 2021: 73
Customer Satisfaction Index in 2022: 72
% Change: -1%
Jack in the Box, the fast-food chain known for its signature burgers and quirky commercials, has hit a bump in the road when it comes to customer satisfaction, with its score dropping from 73 to 72 in one year.
What customers say: “I ordered over $40 worth of food. When the delivery arrived, the order was someone else’s with completely different items. Therefore, I never got what I paid for. Neither the driver nor store answered when I called.” –Jaquelyne
3. Taco Bell
Customer Satisfaction Index in 2021: 74
Customer Satisfaction Index in 2022: 72
% Change: -3%
It looks like Taco Bell’s popular CrunchWrap Supremes aren’t ringing as many bells as they used to, as the fast-food chain’s customer satisfaction score has taken a dip from 74 to 72.
What customers say: “Very disappointing, waiting 25 minutes for four wraps which were of poor quality. ” –Danielle Hogg
2. Popeyes
Customer Satisfaction Index in 2021: 73
Customer Satisfaction Index in 2022: 71
% Change: -3%
The Louisiana-style fast-food chain, famous for its crispy fried chicken, may have a few feathers ruffled when it comes to customer satisfaction. Popeyes’ score has dropped from 78 to 75, with customers expressing disappointment in overpriced food with questionable quality and service speed.
What customers say: “Absurd prices, impolite staff, and a stale environment just like the biscuits. Never going back.” –Roofus Blevins
1. McDonald’s
Customer Satisfaction Index in 2021: 70
Customer Satisfaction Index in 2022: 68
% Change: -3%
With over 38,000 locations worldwide, McDonald’s is the chain that needs no introduction. But while the fast food giant may be the most popular chain out there, it appears to be the least favorite among customers when it comes to satisfaction. The ACSI data shows McDonald’s satisfaction score has dropped from 70 to 68, putting it at the very bottom of the list of customer favorites among fast-food chains.
What customers say: “False advertising. Had raised their prices without updating the price on their menu for at least a month. Had contacted multiple managers who did nothing, and now it list two different prices, still listing the old price. Horrible, dishonest company.” – Cori Johnson
