ATLANTA, June 25,
2024 /PRNewswire/ -- Market Force Information, a
global leader in customer experience management, has released
its Quick Service Restaurant (QSR) panel study, unveiling
transformative insights about industry leaders and emerging trends.
This year's research highlights the ascent of Andy's Frozen Custard
to the top of the Customer Loyalty Index (CLI), surpassing
longstanding favorites including Chick-fil-A, and In-N-Out.
In this year's study, both the burger category and chicken
category are hotly contested. In burgers there were strong
showings from the top 5 brands with CLI scores ranging from
4.5-4.67 on a 5pt scale. Culvers, In-N-Out, Freddy's, Five
Guys, and The Habit all out-performed their peers. In the
chicken category Raising Cane's is nipping at the heels of
Chick-fil-A with the remaining brands tailing by a significant
margin.
Andy's Frozen Custard's rise to prominence is attributed to its
commitment to high-quality products, exceptional customer service,
and active community involvement. Andy's President is quoted as
saying, "Our approach has been fairly simple: Hire great people,
treat them right, and try to get the product in as many mouths as
possible." This strategy has not only elevated Andy's in CLI
rankings but also in brand trust, nudging out MOD Pizza for the top
position. Other top performers in CLI include Chick-fil-A, Culvers,
Dutch Bros, and In-N-Out.
The study also places Dutch Bros at the forefront in terms of
'share of wallet', leading a metric that is dominated by coffee
companies, followed by Starbucks, Tropical Smoothie Café, Jersey
Mike's, and Dunkin' Donuts.
Despite excelling in speed of service, staff friendliness, and
beverage quality, the QSR industry faces challenges in offering
healthy choices and value-for-money, with recent price hikes
significantly impacting customer perceptions.
The correlation between customer satisfaction and loyalty
remains high, with an 89% correlation between satisfaction and
likelihood to recommend and a 74% correlation between satisfaction
and likelihood to return. However, problem resolution emerges as a
critical area for improvement, with 57% of customers dissatisfied
with how their issues are handled, underscoring the need for
enhanced customer recovery processes.
The study reinforces the importance of food quality, customer
service, and competitive pricing in driving repeat
business. QSR brands can leverage these insights and more to
refine their operations and promotional strategies.
For more detailed information and to see how your brand ranks
against industry benchmarks, please visit our website or contact us
directly at https://www.marketforce.com/schedule-a-demo.
For full access to the QSR study results, please
visit:
https://www.marketforce.com/qsr-research-2024-access
Industry professionals interested in a detailed walkthrough of
the results can schedule a briefing at:
https://www.marketforce.com/schedule-a-briefing
Join our growing consumer panel at:
https://panel.marketforce.com/become-a-panelist
About Market Force Information
Market Force helps leading global brands improve the customer
experience and operations at each location. Through an integrated
services package including mystery shopping, site audits, contact
center, social reviews, surveys, employee engagement and analytics
Market Force drives consistent growth and profitability for its
valued clients.
Market Force provides solutions for restaurants, big box and
specialty retail, grocery, petro-convenience, hospitality, travel,
telecom, technology, energy, education, health and wellness, movie
studios and theatres, fitness, financial services, gaming, CPG,
alcohol and tobacco, pharma, government agencies and more.
Learn more at:
www.marketforce.com
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SOURCE Market Force Information