America’s new favourite fast food

A MAJOR new survey has revealed America’s new favourite fast-food chain — and it’s not McDonald’s. Just don’t mention same-sex marriage.

Dan Cathy, left, and his father, Chick-fil-A founder Truett Cathy, are shown in a Friday July 11, 2008 photo, as they don their "cow attire" as part of their fourth annual "Cow Appreciation Day," a day when anyone coming into a Chick-fil-A dressed in cow attire can get a free meal. This stop at the Vinings Chick-fil-A on Cumberland Parkway was one of three stops the Cathy's made today as part of the promotion. The event continues a 13-year marketing effort that began with a billboard in Dallas, TX urging customers to "Eat Mor Chikin." In an interview this week, Truett and Dan Cathy say the cow campaign is still going strong. (Andy Sharp/The Atlanta Journal-Constitution via AP)

AMERICA has a new favourite fast-food chain, and it’s not McDonald’s.

According to the American Customer Satisfaction Index, southern chicken chain Chick-fil-A is now the country’s most popular fast-food restaurant.

Chick-fil-A made headlines in 2012 when chief operating officer Dan T. Cathy made a number of public comments opposing same-sex marriage, sparking a customer backlash.

Mr Cathy, a evangelical Christian, later admitted the public stance probably wasn’t a wise business decision, but maintained his position.

In its first entry in the rankings, Chick-fil-A scored an 86 out of 100, the highest company score to date in the category. Chipotle Mexican Grill, also new to the list, scored 83.

At the same time, satisfaction for McDonald’s, Burger King, KFC and Wendy’s declined.

The report, which is based on more than 5000 customer surveys, found overall satisfaction for fast-food restaurants declined to the lowest level in five years.

Fast food restaurants fell 3.8 per cent to 77, while full-service restaurants held steady at 82. The satisfaction gap between fast-food and full-service restaurants is the largest since 2010.

“The job market is the strongest it has been in years, which is having an interesting effect on supply and demand,” said ACSI Chairman and founder Claes Fornell in a statement.

“On the demand side, consumers with greater discretionary income seem to put quality ahead of price in their decision-making.

“On the supply side, restaurants are finding it harder to hire and retain qualified and motivated workers, which can have an adverse impact on service quality.”

McDonald’s satisfaction fell 6 per cent to 67, Burger King fell 5 per cent to 72, KFC fell 1 per cent to 73, and Wendy’s fell 6 per cent to 73.

As the largest fast-food company in the US, McDonald’s weak satisfaction put downward pressure on the overall industry score, ACSI said.

Dunkin’ Donuts was the only fast-food chain to improve its rating in 2015, jumping 4 per cent to 78, attributed to a rewards program tied to its mobile app.

Pizza brands suffered the biggest hit, with Papa John’s and Pizza Hut both falling 5 per cent to 78, Domino’s falling 6 per cent to 75, and Little Ceasars plummeting 8 per cent to 74.

“Over the past several years, pizza chains have increasingly competed on price, sometimes at the expense of quality ingredients, and that is now beginning to have a negative effect on customer satisfaction,” ACSI said.

AMERICA’S FAVOURITE FAST FOOD

1. Chick-fil-A

2. Chipotle Mexican Grill

3. Panera Bread

4. Papa John’s

5. Pizza Hut

6. Dunkin’ Donuts

7. Subway

8. Domino’s Pizza

9. Little Caesars

10. Starbucks

Chick-fil-A earned plenty of scorn, and some support, when company president Dan Cathy came out about his opposition to same sex marriage. The dustup spawned online ‘Chick-fil-Gay’ mockery, but ended with the company saying it would stop funding anti-gay marriage groups.