Chick-fil-A became one of the most popular fast-food chains for its delicious food and outstanding customer service.
Now it’s going toe to toe with some of the biggest companies for one honor.
And Chick-fil-A topped every business in the country in this major ranking.
Chick-fil-A ranked number one for customer service
Chick-fil-A built a loyal following because its employees emphasized delivering outstanding customer service on every visit.
Friendly and polite employees frequently respond to thanks from customers with “my pleasure.”
The seemingly daunting drive-thru lines at Chick-fil-A quickly move customers through and accurately deliver their orders.
This outstanding customer service stands in stark contrast to the problems that dog some fast-food chains.
Experience management company Qualtrics set out to determine which of the more than 33 million businesses in the country provides the best customer service.
They decided to create a ranking system using the results from surveys conducted by Forbes’ Best Customer Service 2024, Newsweek’s America’s Best Customer Service 2024, and the American Customer Satisfaction Index (ACSI) 2023-2024.
These surveys looked at factors such as customer focus, speed of service, people skills, and competence to put together their customer service rankings.
Qualtrics took the numerical results of these surveys and combined them with a weighted customer service ranking.
Every business under the sun competed for the top spot in the rankings.
Banks, airlines, auto parts stores, car rental chains, fast food restaurants, and others were in the running to be crowned.
In the end, Chick-fil-A came out on top for the best customer service with a score of 277.43.
Nipping at its heels was the popular Florida-based grocery chain Publix, which had a score of 275.91.
Financial services company USAA, grocery chain Trader Joe’s, and regional grocery chain Wegmans Food Markets rounded out the top five in Qualtrics’ rankings.
Attention to detail sets Chick-fil-A’s customer service apart
Emphasizing customer service has been in Chick-fil-A’s DNA going back to the first restaurant the chain’s founder, Truett Cathy, opened in 1946, the Dwarf Grill – now the Dwarf House.
“We should be about more than just selling chicken. We should be a part of our customers’ lives and the communities in which we serve,” Cathy said.
That quote is still featured on the website for Chick-fil-A as a reminder of the chain’s commitment to customer service.
Qualtrics noted that the chain sets high standards with its customer service at its individual locations, including training employees to say “my pleasure.”
“Small quirks like this have helped set the fast food chain apart from its competitors and leave a positive lasting impression on customers,” Qualtrics said.
Chick-fil-A encourages its franchisees to take an active role in running their restaurants by limiting most of them to owning a single store.
“With policies in place to encourage great customer service from both employees and franchise owners, we predict that the fast food restaurant will continue to offer great customer service for years to come,” Qualtrics added.
Informed American will keep you up-to-date on any developments to this ongoing story.
