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Survey: Chick-fil-A leads fast-food industry in customer service


Waban, Mass. -- Chick-fil-A, Dunkin' Donuts, Sonic Drive-In, and Little Caesar's earned the top spots in the fast food sector of the 2013 Temkin Experience Ratings. At the other end of the spectrum, KFC and McDonalds were the lowest-rated fast food restaurants. The fast food industry earned the second highest average rating out of 19 industries, falling only behind the grocery sector.

"In an industry with consistently high customer experience ratings, Chick-fil-A stands out on top," said Bruce Temkin, managing partner of Temkin Group. Chick-fil-A was the top-scoring fast food chain for the second straight year, with a rating of 82%, making it number three across all industries.

It also earned the top marks for functional and emotional components in fast foods.

The Temkin Experience Ratings evaluates three areas of customer experience: functional (can customers do what they want to do), accessible (how easy it is to work with the company), and emotional (how consumers feel about their interactions).

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