Full-Service Restaurants Beat Fast Food Chains in Customer Satisfaction During the Pandemic
By Mike Pomranz | FoodAndWine.Com Troy Warren for CNT Despite having to pivot to takeout, traditionally sit-down restaurants improved their overall performance, according to a survey of 20,000 customers. Due to the COVID-19 pandemic, 2020 was a year unlike any the restaurant industry has seen before. And yet, for one industry group, it was business as usual: As they do every year, the American Customer Satisfaction Index (ACSI) released their annual Restaurant Study -- interviewing nearly 20,000 customers to get their thoughts on both fast food and full-service restaurants. Their findings: If anything, the pandemic may have helped satisfaction across the industry -- especially for traditionally…