LOUISVILLE, Ky. — For the sixth consecutive year, Papa John's led the limited-service restaurant category in the 2005 American Customer Satisfaction Index.
According to a news release, Papa John's improved its top-ranking score from last year by two points to 78 out of a possible 100. The increase widened its position by seven points over Pizza Hut (71) and Domino's Pizza (71). Each of those chains scores' dropped by four points from the previous survey. Little Caesars dropped one point to post a 74 this year.
The ACSI is conducted by The National Quality Research Center at the University of Michigan Business School.
"We have a fundamental belief that if you serve a superior-quality pizza with excellent service and value, the customer will reward you with repeat business," said John Schnatter, Papa John's founder and chairman. "A satisfied customer is a loyal customer, and a loyal customer base is critical to the success of our business."
In the past, the annual survey was conducted in the fourth quarter, but last year ACSI moved the limited-service restaurant category from the retail sector to the accommodations and food services sector. The change postponed the survey until the first quarter of 2005.
Papa John's also earned the top rating in overall customer satisfaction and the individual rating categories of product quality, service quality, perceived overall quality and customer expectations.
ACSI is a national economic indicator of satisfaction with the quality of products and services available to U.S. household consumers. In the survey, current customers of the companies included were asked questions about their expectations and perceptions of value and quality. Complete survey results may be viewed at www.theacsi.org.
Below is how Papa John's ranked against other top limited-service operations
Company '05 score '03 score
Papa John's 78 74
Wendy's 75 74
Little Caesar's 74 75
Taco Bell 72 68
Burger King 71 68
Domino's Pizza 71 75
Pizza Hut 71 75
KFC 69 71
McDonald's 62 64