With a rating of 76 in The American Customer Satisfaction Index (ACSI), Papa John’s earned the top rating for customer satisfaction among national quick-service restaurants for the fourth year in a row.
The ACSI was released today by The National Quality Research Center at the University of Michigan Business School. Consumers rated Papa John’s three points higher than the average score of the other national pizza chains and five points higher than the overall restaurant industry group average.
“I’m proud of the Papa John’s family for achieving this customer satisfaction win once again,” said John H. Schnatter, Papa John’s founder and CEO. “While customers tell us we’re satisfying them compared to the competition, we know we can do better. Our team is committed to working even harder this year, on both our product and service, to better serve our customers.”
The American Customer Satisfaction Index survey was conducted by the National Quality Research Center at the University of Michigan Business School in partnership with the American Society for Quality and the CFI Group. During the fourth quarter of 2002, approximately 16,000 current customers of the companies included in the survey were asked questions about their expectations and perceptions of value and quality.