---
title: "QSR: ACSI Report Shows Dropping Customer Satisfaction"
url: https://burnaze.com/article/2b26cf30-e09d-45ac-bd91-4f61140cef73
source: "1851 Franchise"
original_url: https://1851franchise.com/qsr-acsi-report-shows-dropping-customer-satisfaction-1961
category: "QSR"
industry: "Restaurants"
segment: "QSR"
published: 2015-06-30T19:14:00.000Z
modified: 2026-11-01T12:20:56.728Z
image: https://newimage.1851franchise.com/cdn-cgi/image/quality=85,format=webp,width=1280,height=720/story/featureImage/8d777f385d3dfec8815d20f7496026dc6844.png
---

# QSR: ACSI Report Shows Dropping Customer Satisfaction

**TL;DR:** Fast-food customer satisfaction decreased 3.8 percent to 77, its lowest score in five years, according to the American Customer Satisfaction Index. Fast-casual franchises are well positioned to profit from a consumer market that demands higher quality but still wants food quickly.

*originally published in 1851 Franchise on 2015-06-30. [Read the original](https://1851franchise.com/qsr-acsi-report-shows-dropping-customer-satisfaction-1961).*

## Story

As reported by QSR, while customer satisfaction with full-service restaurants stayed unchanged at 82 out of 100 points, fast-food restaurant satisfaction decreased 3.8 percent to 77 – it’s lowest score in five years.

“The job market is the strongest it has been in years, which is having an interesting effect on supply and demand,” Claes Fornell, ACSI chairman and founder, was quoted as saying by QSR. “On the demand side, consumers with greater discretionary income seem to put quality ahead of price in their decision-making. On the supply side, restaurants are finding it harder to hire and retain qualified and motivated workers, which can have an adverse impact on service quality.”

On the bright side, fast-casual franchises are well positioned to profit from a consumer market that demands higher quality but still wants food quickly.

“The fast-casual segment of quick service restaurants is nicely situated for the confluence of changing consumer tastes and a rebounding economy,” ACSI Director David VanAmburg said. “Consumers have a bit more money in their pockets, but are still pressed for time. Fast casual outlets offer higher-quality ingredients, freshness and fast service—all at a reasonable price.”

## Entities

- 1851 Franchise (publication)
- Restaurants (sector)
- restaurant industry (topic)
- fast casual (topic)
- customer satisfaction (topic)
- fast food (topic)
- economy (topic)

---
Originally reported by 1851 Franchise (https://1851franchise.com/qsr-acsi-report-shows-dropping-customer-satisfaction-1961). Summarized by Burnaze (https://burnaze.com/article/2b26cf30-e09d-45ac-bd91-4f61140cef73).