The surveys for ACSI's 2020 Restaurant Report ended in March 2020, just as people were starting to change their dining out habits because of the pandemic. The COVID-19 update shows that customers actually gave full-service restaurants slightly higher marks than they did in the 2020 report, and fast-food chains have held their own.
These Restaurants Get High Marks From Customers During the Pandemic
- There's a new #1 among full-service restaurants as Olive Garden unseats Texas Roadhouse. Among fast-food chains, Chick-fil-A holds onto the top spot.
- Customer satisfaction with fast-food chains overall held steady at 78, while satisfaction rose slightly with full-service restaurants, up 1.3% to a score of 80.
Top Fast Food Restaurants During the Pandemic
| Fast-Food Restaurant | ACSI Score: April-September 2020 | % Change From April 2019-March 2020 Report |
|---|---|---|
| Chick-fil-A | 84 | 0% |
| Domino’s | 80 | 1% |
| KFC (Yum Brands) | 79 | 0% |
| Pizza Hut (Yum Brands) | 79 | 3% |
| Chipotle Mexican Grill | 78 | -3% |
| Starbucks | 78 | 0% |
| Arby’s (Inspire Brands) | 77 | -3% |
| Burger King (RBI) | 77 | 1% |
| Panera Bread | 77 | -3% |
| Papa John’s | 77 | -1% |
| Fast-Food Restaurants (Average) | 78 | 0.0% |
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"Full-service restaurants showed tremendous adaptability by how quickly they pivoted from traditional dine-in to takeout and delivery options," said ACSI Managing Director David VanAmburg in a news release.
Top Full-Service Restaurants During the Pandemic
| Full-Service Food Restaurant | ACSI Score: April-September 2020 | % Change From April 2019-March 2020 Report |
|---|---|---|
| Olive Garden (Darden) | 80 | 1% |
| Texas Roadhouse | 80 | 0% |
| TGI Fridays | 79 | 1% |
| Applebee's | 78 | 1% |
| Chili's | 78 | 4% |
| Cracker Barrel | 78 | -1% |
| Longhorn Steakhouse (Darden) | 78 | -4% |
| Outback Steakhouse | 78 | 0% |
| Red Robin | 78 | 3% |
| Full-Service Restaurants (Average) | 80 | 1.3% |
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Read ACSI’s complete COVID-19 Restaurant Study.
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