AMERICAN CUSTOMER SATISFACTION INDEX
ACSI Restaurant Study 2022-2023
June 27, 2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 1
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health
of the U.S. economy at large. New results from the American Customer Satisfaction Index (ACSI®) provide
customer satisfaction benchmarks for the full-service and fast food restaurant industries. The ACSI also
captures consumer opinions about critical elements of the customer experience, tailored individually to
each measured industry.
The ACSI Restaurant Study 2022-2023 is based on interviews with 16,250 customers, chosen at random
and contacted via email between April 2022 and March 2023. Customers are asked to evaluate their
recent experiences with the largest companies in terms of market share, plus an aggregate category
consisting of “all other”—and thus smaller—companies in those industries.
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
FULL-SERVICE RESTAURANTS
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Restaurant Study 2022-2023
COMPANY
Full-Service Restaurants
Outback Steakhouse
Cracker Barrel
LongHorn Steakhouse (Darden)
Texas Roadhouse
All Others
Olive Garden (Darden)
Applebee’s (Dine Brands)
Bu alo Wild Wings (Inspire Brands)
Red Lobster
The Cheesecake Factory
Chili’s
Denny’s
Fridays
Red Robin
IHOP (Dine Brands)
2022
80
77
78
80
80
80
77
73
74
75
76
76
75
78
77
73
2023
81
83
82
82
82
81
80
79
79
79
78
77
77
77
77
72
% CHANGE
1%
8%
5%
3%
3%
1%
4%
8%
7%
5%
3%
1%
3%
-1%
0%
-1%
Full-Service Restaurants
ACSI Restaurant Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 2
2023 2022
Accuracy of food order
Quality of mobile app
Reliability of mobile app
(minimal down time, crashes, lags)
Beverage quality (taste, temperature)
Courtesy and helpfulness of waitsta
Food quality (taste, temperature,
freshness of ingredients)
Restaurant layout and cleanliness
Website satisfaction
Variety of food on menu
Speed with which food order was received at table
Variety of beverages on menu
50 55 60 65 70 75 80 85 90
86
85
87
85
86
86
88
87
86
84
84
85
87
78
84
84
86
84
83
82
83
83
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
FULL-SERVICE RESTAURANTS
Customer Experience Benchmarks Year-Over-Year Industry Trends
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Restaurant Study 2022-2023
ACSI Restaurant Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 3
Fast Food Restaurants
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
FAST FOOD RESTAURANTS
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Restaurant Study 2022-2023
COMPANY
Fast Food Restaurants
Chick-fi l-A
Jimmy John’s (Inspire Brands)
All Others
KFC (Yum! Brands)
Papa Johns
Domino’s
Five Guys
Pizza Hut (Yum! Brands)
Starbucks
Arby’s (Inspire Brands)
Dunkin’ (Inspire Brands)
Panda Express
Burger King (RBI)
Panera Bread
Chipotle
Dairy Queen
Subway
Little Caesars
Popeyes (RBI)
Wendy’s
Jack in the Box
Sonic (Inspire Brands)
Taco Bell (Yum! Brands)
McDonald’s
2022
76
83
79
79
78
76
78
76
77
77
76
74
75
75
77
77
74
75
75
71
73
72
74
72
68
2023
78
85
84
82
81
80
78
78
78
78
77
77
77
76
76
75
75
75
74
74
74
73
72
71
69
% CHANGE
3%
2%
6%
4%
4%
5%
0%
3%
1%
1%
1%
4%
3%
1%
-1%
-3%
1%
0%
-1%
4%
1%
1%
-3%
-1%
1%
ACSI Restaurant Study 2022-2023
2023 2022
Accuracy of food order
Quality of mobile app
Reliability of mobile app
(minimal down time, crashes, lags)
Beverage quality (taste, temperature)
Courtesy and helpfulness of sta
Food quality (taste, temperature,
freshness of ingredients)
Website satisfaction
Restaurant layout and cleanliness
Speed of check-out or delivery
Variety of beverages on menu
Variety of food on menu
50 55 60 65 70 75 80 85 90
83
82
84
82
83
81
85
83
83
82
81
83
84
83
82
81
81
80
80
77
80
79
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
FAST FOOD RESTAURANTS
Customer Experience Benchmarks Year-Over-Year Industry Trends
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Restaurant Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDE X LLC. ALL RIGHTS RESERVED. 4
ACSI Restaurant Study 2022-2023
WWW.THEACSI.ORG INFO@THE ACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 5
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
CUSTOMER SATISFACTION BENCHMARKS BY INDUSTRY
Athletic Shoes
Full-Service Restaurants
Soft Drinks
Breweries
Online Retailers
Televisions
Cell Phones
Financial Advisors
Food Manufacturing
Household Appliances
Personal Care & Cleaning Products
Personal Computers
Specialty Retailers
Apparel
Banks
Computer Software
Fast Food Restaurants
Life Insurance
Online Investment
Property & Casualty Insurance
Automobiles
Consumer Shipping
Video Streaming Service
Airlines
Car Rentals
Drugstores
Online Travel Agencies
Supermarkets
Credit Unions
General Merchandise Retailers
Hotels
Search Engines & Information
Wireless Phone Service
Health Insurance
Nonhospital Care
Online News & Opinion
Energy Utilities
Hospitals
Social Media
U.S. Postal Service
Subscription TV Service
Internet Service Providers
Gas Stations
80
81
78
81
81
78
79
79
78
79
78
79
73
79
75
76
78
78
79
80
77
76
77
75
80
79
75
76
74
76
73
78
65
77
75
73
71
72
70
69
68
71
76
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Restaurant Study 2022-2023
ACSI Restaurant Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 6
No advertising or other promotional use can be made of the data and information in this study
without the express prior written consent of ACSI LLC.
ACSI and its logo are Registered Marks of American Customer Satisfaction Index LLC.
ACSI survey data are used as inputs to the Index’s cause-and-eect econometric model, which estimates
customer satisfaction as the result of the survey-measured inputs of customer expectations, perceptions
of quality, and perceptions of value. The ACSI model, in turn, links customer satisfaction with the survey-
measured outcomes of customer complaints and customer loyalty. ACSI clients receive confidential industry-
competitive and best-in-class data on all modeled variables and customer experience benchmarks.