According to a recent survey, chain restaurants are failing to satisfy their customers. The survey of over 3,000 people showed across the board performance drops from last year; customer satisfaction for McDonald’s, Taco Bell, and Burger King all fell by more than 5%. KFC fell by 8.5%.
Starbucks and Cracker Barrel fared well, along with several upscale chains, including Bonefish Grill, Ruth’s Chris, Legal Sea Foods, and Morton’s. The survey attributes the faltering satisfaction levels to record expansion and a lack of innovation.
“They all drowned in the sea of sameness,” he said, asserting that they had failed to innovate and largely had similar menus. “They overbuilt and underwhelmed.”
Does a lack of innovation leave you unsatisfied, or is it something else? Tell us in the comments. — CAREY GREENBERG-BERGER