Fast-Food Users Increasingly Satisfied

VILLA PARK, Calif.--(BUSINESS WIRE)--Feb. 7, 2005--According to a study of more than 67,600 fast-food users interviewed in 57 markets during 2004, Americans are becoming increasingly satisfied with fast-food chain restaurants. These higher satisfaction levels indicate that many chains have successfully responded to consumers' desires for higher quality food that not only tastes good but is more healthy and nutritious. These findings are based on the quarterly syndicated Quick-Track® research program conducted by Sandelman & Associates, a market research firm that tracks consumer trends for the restaurant industry. Based on ratings provided by the study's respondents on fast-food chains they visited in the past three months, Sandelman announced its sixth annual Quick-Track "Awards of Excellence" for the top-rated chains.               "Overall customer satisfaction with fast-food chains has been increasing over the past couple of years, but the improvement in 2004 was especially noteworthy," said Bob Sandelman, president of the firm. The chains with the highest overall ratings continue to be those that specialize in a limited menu of great tasting food, while providing fast, friendly service and a clean, comfortable atmosphere. "It is clear that many major chains have responded to the wants and needs of their customers by providing higher quality, better tasting food as well as more healthful, nutritious menu options," Sandelman added. While customers continue to give the highest marks to specialized regional chains, including those characterized as "Fast-Casual", many of the largest national chains have significantly improved their levels of customer satisfaction over the past year. In all, 31 chains received "Awards of Excellence" in 2004, with five key chains earning more than half of all awards.Panera/St. Louis Bread Co. and In-N-Out Burger Share Top Honors AgainIn a repeat of 2003, Panera/St. Louis Bread and In-N-Out Burger were in a dead heat again in 2004, each being rated "Excellent" by 59% of their respective past-three-month patrons based on their last occasion at each chain. Both chains increased their overall rating from 56% last year.

These chains were rated higher overall than 117 other chains for which ratings data were available, scoring 22 percentage points above the all-chain average of 37%. In-N-Out, a traditional burgers and fries chain, received a total of 15 "Awards of Excellence", scoring higher than all other chains on several key attributes, including taste of the food, temperature of food, friendliness/courtesy,and order accuracy. Panera/St. Louis Bread, a Fast-Casual bakery/cafe concept, earned 12 awards, including the highest rated chain on quality of ingredients and restaurant cleanliness.