Some other notes to observe. Papa John’s and Pizza Hut are deadlocked while Domino’s is just behind. Papa John’s comp sales fell 5.3 percent in the first quarter but the brand appears just fine when it comes to customer satisfaction. However, the brand slipped 2 percent to lose its spot as the top pizza chain. Pizza Hut, meanwhile, surged 5 percent after YUM! Brands poured $130 million into revitalizing the chain. Pizza Hut is on the upward swing, and broke a streak of five consecutive quarters of declining sales, and report comps gains of 1 percent to start fiscal 2018. In February Pizza Hut also became the official pizza of the NFL, taking over for Papa John’s. The jump in customer satisfaction mirrored KFC’s 7 percent 2016 hike that also came after a YUM! Brands revitalization investment.
For Domino’s, domestic same-store rocketed 8.3 percent, year-over-year, in the first quarter.
According to the data, Chipotle’s customer sentiment is still leveled out following its big dip in 2016 following the food-safety outbreak. But with financials on the rise, a new direction under former Taco Bell CEO Brian Niccol, and apparently new menu changes coming, perhaps the Mexican fast could be in line for a sizable boost next year.
The four burger chains—Wendy’s, Burger King, Jack in the Box, and McDonald’s—have exhibited flat, or nearly flat, customer satisfaction over the past three years.
“As in the full-service segment, these well-known names are focusing on attracting and holding a younger demographic through technology—from investing in automated kiosks to exploring mobile fast pass lanes,” the study said. “It will be interesting to see if such efforts will amp up customer satisfaction in the future.”
At 88, order fulfillment remains the top-rated aspect of the quick-service experience for customers. Staff performance (85) and food quality (85) are on the rise as well.
Speed of service is gaining momentum, too. Service speed rose 2 percent to 84. Beverage quality (84) and beverage variety (79) are lagging full service. Food variety was 81 and website satisfaction 82.