Bagel and sandwich chains
- Bruegger’s: 8.16
- Einstein Bros. Bagels: 8.01
- Corner Bakery Café: 7.99
Bruegger’s often ranks well in customer surveys. In October, Bruegger’s was 16th overall, a spot ahead of Burger King, in Foursquare’s Loyalty Index. That study measured consumer behavior through foot traffic analysis. Last December, the 36-year-old chain closed 30 units nationwide, primarily in Eastern markets, based on financial performance and improved positioning for future growth, the company said. The previous August, the parent company of Bruegger’s Bagels sold the brand to Caribou Coffee. Bruegger's is part of the Coffee & Bagel Brands family and has more than 220 locations. It had 269 locations at the end of 2016, which was down from 284 two years prior.
Doughnut chains
- Krispy Kreme: 8.37
- Dunkin’: 7.98
- Duck Donuts: 7.8
No surprise on the top two. Krispy Kreme, bought by now-Panera Bread owner JAB Holdings for $1.35 billion in 2016, remains a cult favorite. Dunkin’, despite dropping the “Donuts” from its name, still splits its beverage and food about 60/40, although it’s pushing in a more beverage-led direction. That accounts for some 3 billion donuts a year. Duck Donuts is a very interesting challenge brand. First opened in North Carolina’s Outer Banks in 2006, the company launched its franchise program in 2011 and boomed to 65 units by May 2018. It also recently signed an international deal to expand in Chile, a place Dunkin’ jumped from five stores to 80 in 15 years. There are Duck Donuts open or in development in 23 states.
Fast-food restaurant chains
- Chick-fil-A: 9.11
- Sonic Drive-In: 8.21
- Arby’s: 8.21
What is there to be said about Chick-fil-A on this topic anymore? Nothing, which is about as hefty a compliment you can pay the chain. This year’s American Customer Satisfaction Index scored Chick-fil-A at 87 to rule the limited-service category. The next closed competitor—Panera—was well behind at 81. Also, 87 was the exact same ranking Chick-fil-A received in 2017. Consistency as easy to count on as that smile in the drive thru. Which, speaking of, is another year-to-year thing that boggles the operational mind. Just take a look at this “service attributes” category from QSR’s 2018 Drive-Thru Study to see how ridiculously stable Chick-fil-A’s excellence is.