A fast food chain known for its original fried chicken recipe saw a significant drop in customer satisfaction last year.
Kentucky Fried Chicken (KFC) saw a 5% decrease in 2024, according to newest American Consumer Satisfaction Index (ACSI) ranking that was released in June.
KFC’s customer satisfaction score fell from 81 to 77, which was the sharpest decline among the fast-food chains from the index, per Fox 40 news.
ASCI said KFC’s decline came “as it faces competitors who are adapting to shifting preferences more quickly.”
“A few years back, we saw inflation causing consumers to trade down from finer dining restaurants to chain restaurants, and from chain restaurants to fast casual/quick service,” ACSI Director Forrest Morgeson wrote in a statement to Nexstar. “Now we are seeing more QSR (quick service restaurant) customers shifting to convenience stores or grocery stores.”
The index comes nearly a year after news broke in August 2024 that roughly 25 KFC stores abruptly closed.
Meanwhile, Chick-fil-A was named the top fast food chain for the 11th year in row with a steady ACSI score of 83.
Popeyes rose 4% to 75, mostly from rolling out its “Easy to Run” initiative to standardize processes, improve order accuracy and shorten wait times.
Other notable score changes included Panda Express up 4% to 80 and Little Caesars up 3% to 77. On the contrary, Five Guys and Sonic both faltered 4% to scores of 75 and 73, respectively. Last-place McDonald’s dipped 1% to an ACSI score of 70.
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