Chick-fil-A has been named America's favorite fast-food restaurant for the sixth consecutive year, according to the 2020 American Customer Satisfation Index.
The index was based on 23,312 customer interviews. Following Chick-fil-A were Chipotle Mexican Grill, Arby's, Domino's, Dunkin' Donuts, KFC, Panera Bread, Subway, Papa John's, and Starbucks at number ten. McDonald's came in last at number 19.
"The undisputed industry leader is Chick-fil-A despite a 2 percent decline to an ACSI score of 84. Although its ACSI score is lower compared with prior years, Chick-fil-A continues to be a pacesetter across much of the customer experience," the report showed. "The chicken specialist has grown to become one of the top U.S. fast-food chains by system-wide sales. Per location in 2019, Chick-fil-A sales were over 50% higher than McDonald's per-unit sales."
According to its website, Chick-fil-A's business model is based on "biblical principles," and its mission statement says to "glorify God by being a faithful steward of all that is entrusted to us."
The report said fast-food restaurants are "better positioned" to withstand the pandemic economic storm with "an estimated 70% of its business" coming from the drive-thru.