Burgers are one of America’s favorite foods, but there’s one clear winner among American burger chains, according to a new survey.
Market Force Information, a customer experience management company, conducted a survey of 7,600 American adults to find out their favorite fast-food restaurants — and in the burger category, one reigned supreme.
West Coast darling In-N-Out is tops as America’s overall favorite burger chain for the third straight year, with Five Guys in second place. In-N-Out had the best experience and the highest loyalty among customers.
Participants were asked about their satisfaction levels with their most recent visit and their likelihood to recommend the restaurant to others. The results were then averaged to establish the Composite Loyalty Index score. Only chains that received at least 100 customer responses were analyzed. Participants were also asked about their dining experiences, including delivery services, visit frequency, brand engagement, customer experience and problem experience.
Of the 14 burger chains, Jack in the Box (JACK), Wendy’s (WEN), Carl’s Jr., Burger King (QS
and McDonald’s (MCD) were ranked the least favorite among customers, with McDonald’s taking last place.
Overall dining at burger restaurants has risen from last year. Thirty-three percent of respondents said that they visited 10 times or more in the past 90 days, which was up from 21% in 2018. But, 25% of survey participants admitted to visiting only once a month or less.
When choosing to eat at a burger joint, 41% prefer to visit a drive through and 39% opt to dine in. Of those that dine in, 86% order at the counter, down from 92% last year and 94% in 2017.