Dear Californians: You might want to sit down for this. According to Market Force’s annual satisfaction survey, In-N-Out is no longer the reigning fast food restaurant in the country.
While ranking number one overall on 2018’s survey, the Irvine-based burger chain has now been unseated by Chick-fil-A. What are the implications of this?
A shift in public preference to chicken over beef? An ideological win for a company owned by a devout Southern Baptist over a West Coast chain?
In this survey of over 7,600 consumers, In-N-Out received a composite loyalty index of 73%, but Chick-fil-A secured the crown with 79%. This index was broken down into different categories: food quality, speed of service, value for money, healthy options, overall cleanliness, staff friendliness, curb appeal and atmosphere.
In-N-Out staff are pretty friendly with a score of 73%in this category, but at 82%, Chick-fil-A staff are apparently even friendlier. Plus, Chick-fil-A eclipsed everyone with an 82% score in overall cleanliness.
It should be noted that while In-N-Out is a regional chain, there are nearly 2,500 Chik-Fil-As nationwide.
Humiliatingly, In-N-Out didn’t even make second place overall, which went to Raising Cane’s (a Louisiana-based chicken restaurant) with a 78% composite loyalty index score. We’re starting to think this might be a chicken thing Or a Southern thing.
Or, maybe we can choose to throw the whole survey out. McDonald’s constantly ranks super low on customer satisfaction surveys like these, but still tops fast food sales — so something seems fundamentally flawed here.