Or you can grow in concentric circles like Chick-fil-A. You can cherry-pick markets like Shake Shack. More recently, the company launched an app, and it is routine for employees to walk the drive-through line taking tablet orders to expedite.Īllen says he thinks that some of the brand's success is about how it has grown: In 2016, the chain debuted what it called Mom's Valet, which let parents order at the drive-through, then go inside where a Chick-fil-A employee would have a table ready. Some of the positive customer-service experience can be linked to an embrace of technology. Global restaurant consultant Aaron Allen said some of this is about the speed of the drive-through and a culture of saying 'please” and 'thank you.” 'The level of customer satisfaction is highly differentiated from many of their fast-food peers.” 1 ordered item on the short menu, its waffle fries are from Washington state.īut Portalatin said that industry experts agree that the biggest distinguishing feature for Chick-fil-A is the customer experience. Add your contacts.įirst, for each of the nearly 100 new franchises opened each year since 2003, the parking lot fills up with tents and there's a sanctioned overnight 'First 100 Campout” that rewards the first 100 customers through the door the next morning with Chick-fil-A for a year. You will begin to receive our Daily Business News updates. The company is not without challenges, from its faith-based decision to remain closed on Sundays (making things problematic for locations in airports and sports stadiums) to its management's statements in opposition to same-sex marriage, which prompted boycotts and 'kiss ins” organized by GLAAD.īut there are reasons the American Customer Satisfaction Index has rated it the No. Where total restaurant traffic increased less than 1 percent, Chick-fil-A saw double-digit growth.”Īging boomers are eating out less often, and while millennials rely on restaurants more than any other group - 240 restaurant meals per capita per year, compared with 185 in the general population - they still are eating out less than Generation X did at their age. 'It's all about demographics, where our population is shifting, from a life-stage perspective. 'The industry as a whole is very flat,” he said. Up 17 percent for the year, Chick-fil-A stands behind only McDonald's, at $38.52 billion in American sales, and Starbucks, at $20.49 billion.Īverage sales for a Chick-fil-A location brought in $4.6 million in 2018, up from $4.2 million in 2017 - more than three times that of major chicken competitor KFC.ĭavid Portalatin, food industry expert for Chicago-based market research NPD Group, said Chick-fil-A's ascent is more noticeable because everyone else is treading water. The chicken sandwich giant blew past Wendy's, Burger King, Taco Bell and Subway on its ascent, with $10.46 billion in American store sales, according to Nation's Restaurant News' latest countdown.
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