QSRMagazine.com released an article yesterday highlighting some customer satisfaction results from the ACSI’s (American Customer Satisfaction Index) latest annual report.
The general trend is that bigger chains saw a boost in their customer satisfaction numbers, mainly due to how customers perceive value in this type of economy. See David Von Amburg’s quote below.
“In a down economy, in an economy where consumers are more challenged in terms of their spending, the biggest chains … are probably best positioned to leverage generating revenue via value.”
“When the economy is good, those kind of smaller establishments tend to thrive, but when the economy is on a downturn, it’s much harder for those small players to leverage price, to leverage value. As a result, satisfaction will typically suffer, because in a down economy, what are customers looking for? Not so much quality as value.”
Find out if your chain made the list; click here to read the rest of the article.