News

McDonald's UK customer satisfaction scores up 7 percent

September 5, 2013

A new report from the National Customer Satisfaction Index UK shows that, for the first time, customer satisfaction with limited-service restaurants equals that of full-service restaurants.

Customer satisfaction with limited-service restaurants is up 2.6 percent to an NCSI score of 78 on a 0 to 100 scale. This marks the fourth consecutive year of steady improvement for the QSR sector. Full-service restaurants, on the other hand, are down 2.5 percent to 78.

"This is bad news for full-service restaurants," said Claes Fornell, ACSI founder and chairman. "If fast food provides the same level of diner satisfaction, what can full-service restaurants compete on? Certainly not price. But they will be forced to."

The two biggest burger chains in the country gained in customer satisfaction this year: McDonalds by 7 percent to a score of 74 and Burger King by 1 percent to 72, its highest customer satisfaction score to date.

Greggs regains the lead among the large sandwich chains, rising 5 percent to an NCSI score of 80. Subway inches up to 79, matching the average of all other, smaller quick-service and sandwich shops. Costa advances 3 percent to match coffee rival Starbucks (up 1 percent) at 76.

Among casual-dining chains, Nando's consistently ranks at the top, scoring 75 for the second year in a row. Tragus (Café Rouge, Strada, Bella Italia) is the only large full-service restaurant group to improve, edging up 1 percent to tie Nando's. Whitbread is stable at 74, followed by Gondola Holdings (down 3 percent to 73) and The Restaurant Group (down 1 percent to 71).

Read more about restaurant trends.