Sept. 11, 2003
MILWAUKEE -- For the fourth year in a row, Papa John's posted the top customer satisfaction score for fast-food restaurants in the American Customer Satisfaction Index (ACSI) survey.
According to a release, the annual ACSI index is produced by a partnership of the University of Michigan Business School, American Society for Quality and CFI Group, and supported in part by ForeSee Results (e-commerce corporate sponsor) and Market Strategies Inc., a major corporate contributor.
The ACSI uses a 100-point scale to measure customer satisfaction. Papa John's posted a 76, two points down from last year's 78, but a full five points higher than the fast-food segment overall, which scored a 71.
Other pizza concepts also scored well. Domino's Pizza posted a 75 (up two points) and Little Caesar's improved four points to notch a 74. Pizza Hut's score dropped from 71 to 70 this year.
McDonald's posted a fast-food industry worst score of 61, while Burger King improved five points to score a 68. Wendy's blew its burger brethren away with a 74, up two points from last year's score.
The fast-food category's most improved company was KFC, which scored a 69, 10 points above its 2001 score. According to the release, such a marked increase is rare, and demonstrates KFC's invigorated focus on service.
The ACSI is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. It is updated each quarter with new measures for different sectors of the economy replacing data from the prior year. The overall ACSI score for a given quarter factors in scores from 185 companies in 38 industries and from government agencies over the previous four quarters.