News: Survey: Consumers Find Smaller Burger Chains More Satisfying

Consumers do not always find bigger to mean better when it comes to overall guest satisfaction at U.S. burger chains, according to Empathica Inc.’s 2013 Quick Service Restaurant Benchmark Study. The survey of 10,000 U.S. consumers rated brands’ food, atmosphere, customer service and other attributes, and ranked the chains based on the percentage of respondents who said they were “delighted” by certain restaurants. The latest data, broken out for the burger segment, revealed that the biggest chains in the country delighted the fewest customers, while regional or upstart fast-casual brands, like In-N-Out Burger and Five Guys Burgers and Fries, inspired the highest levels of guest satisfaction most often. read more »

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