Arby's named top dining experience in mystery shopper survey

Jan. 16, 2014

A recent mystery shopper campaign conducted by Service Intelligence, a Charlotte, N.C.-based data-collection company, revealed that Arby's was named one of the top QSRs in the U.S. for providing an overall excellent guest experience and menu offering.

According to a news release, mystery shoppers were sent to QSRs and fast casual restaurants around the country and asked to share their candid feedback about their experiences. Arby's finished on top of the list in several categories, including overall performance and interior cleanliness.

The brand also placed among the top three in exterior appearance and customer service.

The Service Intelligence survey revealed that more than two-thirds of mystery shoppers agreed they had a better experience at Arby's than they normally have at a QSR. The comments and feedback about the company denote many of the shoppers were willing to frequent the chain more regularly.

"Arby's solid scores across the board reveal an organization that has what it takes to run a successful franchise chain," says Cameron Watt, president and CEO of Service Intelligence.

"We're very pleased to see that our dedication to the guest experience, in combination with our commitment to providing an innovative menu, is receiving such tremendous feedback," added Arby's CEO Paul Brown. "Our goal is to serve, refresh and delight our guests with every interaction."

Read more about customer experience.

Topics: Customer Service / Experience , Operations Management , Trends / Statistics

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