News

Zaxby's ranks No. 7 in customer satisfaction survey

March 12, 2012

Zaxby’s has been ranked number seven in the Top 10 Excellent Large Fast-Food Chains with 500 or more U.S. units in the recently published Quick-Track study, conducted by Sandelman & Associates in 2011. Ranked alongside chains such as Starbucks and Panera Bread, 51 percent of Zaxby’s guests rated their overall experience a five, or “excellent,” on a five-point scale, showing the company’s distinction in customer satisfaction in the restaurant industry.

“Zaxby’s is rooted in keeping the guest at the center of everything we do,” said CEO and co-founder Zach McLeroy. “This guest-focused mentality has allowed us to grow and improve excellence, and is the link to our success.”

Awards of Excellence are given for overall satisfaction and performance based on 16 attributes of the guests’ dining experience, including “friendliness/courtesy,” “quality of ingredients,” “taste or flavor of food” and “value for the money.”

More than 107,400 fast casual restaurant diners were surveyed in 2011 by Quick-Track in a total of 87 U.S. media markets. 2011 marks the first year Sandelman & Associates has specifically recognized chains with 500 or more U.S. units in a separate ranking.

“It is much more challenging for a chain to operate in multiple markets with hundreds of units and still sustain the quality environment, food and service that consumers expect from a restaurant,” said vice president Paul Clarke. “To make the top 10 means that diners rate you as one of the best in the country."

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