Industry News | February 1, 2005

The Results Are In

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In the quick-serve segment [of the study], Panera Bread received the highest ratings in all four of the measures of customer satisfaction—environment, meal, service, and cost in the Northeast—and leads the Midwest region in environment, meal, and service.

Chick-fil-A ranks highest in the South and receives top ratings in two of the four measures—meal and service.

Papa Murphy’s Take N’ Bake Pizza ranks highest in the West, with top ratings in all four measures—environment, meal, service, and cost.

The 2004 Restaurant Satisfaction Study assesses the levels of customer satisfaction across more than 100 major restaurant chains with establishments in the United States—71 for family/casual and 36 for quick service. The study is based on responses from nearly 55,000 customers who dined at a restaurant between May 2004 and August 2004.

Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training, and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually.

Here’s a breakdown of the Top 5 Quick-Service Restaurants for each region:

Northeast

1. Panera Bread

2. Quiznos Sub

3. Boston Market

4. Wendy's

5. Subway

Southeast

1. Chick-fil-A

2. SONIC, America's Drive-In

3. Quiznos Sub

4. Subway

5. Arby's

Midwest

1. Panera Bread

2. Quiznos Sub

3. Papa John's

4. Subway

5. Wendy's

West

1. Papa Murphy's Take n' Bake Pizza

2. Panda Express

3. Quiznos Sub

4. Subway

5. Pizza Hut