Feel like the service at your go-to fast food restaurant is going downhill? You’re not the only one and new research agrees. This week, Chatmeter, an AI-based intelligence company released their 2024 QSR Reputation Ranking that finds across the industry, fast food service is getting worse.
Chatmeter’s report ranks the 25 largest quick-service restaurants (QSRs) based on customer reviews about food quality, service quality and value.
- It finds that overall, complaints are up, wait times are longer and mobile ordering is causing chaos for restaurants.
- Using AI, researchers analyzed Google reviews of 100 randomly selected locations of the top QSRs in the U.S. between August 2023 and August 2024, as well as the same time frame from 2022 to 2023.
- The analysis looked at customer reviews of food quality, service quality and overall value.
- According to the research, wait time-related reviews are up 8.5%. Comments claiming that their order took a “long time” increased by 34.7% and customers report they waited anywhere between 30 minutes and an hour to get their food.
- Mobile orders are a real problem, with complaints about them skyrocketing 52%. Most were related to orders not being ready when promised.
- Reviews mentioning “mistakes” are up 6.9% and complaints about staff attitudes are up 21.8%.
- While service is on the decline across the industry, Chatmeter does point out some chains that are getting it right, for the most part. Chick-fil-A gets high scores for food and Carl’s Jr/Hardee’s and Arby’s have many positive customer reviews for price and value.
The Overall Ranking Of Fast Food Restaurants
- Chick-fil-A
- Carl’s Jr/Hardee’s
- Arby’s
- McDonald’s
- Wendy’s
- Jack in the Box
- Zaxby’s
- Panda Express
- Five Guys
- Taco Bell
Source: Delish