America's favorite and least favorite fast food burgers
Burgers are one of America's favorite foods, but it is a clear winner among American burger chains, according to a new study.
Market Force Information, a customer experience management company, conducted a survey of 7,600 American adults to find out their favorite fast-food restaurants – and in the burger category ruled a sovereign.
West Coast beloved In-N-Out is the pinnacle of America's overall favorite burger chain for the third year, with Five Guys in second place. In-N-Out had the best experience and highest customer loyalty.
Participants were asked about their satisfaction level with their last visit and about their likelihood of recommending the restaurant to others. The results were then averaged to determine the composite loyalty index score. Only chains that received at least 100 customer responses were analyzed. Participants were also asked about their dining experiences, including delivery services, visitor frequency, brand engagement, customer experience, and problem experience.
Of the 14 burger chains, Jack in the Box (JACK), Wendy's & # 39; s (WEN), Carl & # 39; s Jr. , Burger King (QSR) and McDonald's (MCD) were ranked as the least favorite among customers, with McDonald's taking last place.
Total serving at burger restaurants has increased from last year. Thirty-three percent of those surveyed said they visited 10 times or more over the past 90 days, up from 21% in 2018. But 25% of survey participants admitted to visit only once a month or less.
When choosing to eat at a burger joint, 41% prefer to visit a drive-through and 39% choose to eat in. Of those who dine in, 86% order at the counter, down from 92% last year and 94% at 2017.  Technical use is increasing for dining customers at burger restaurants. (Market Force Information) "credit =" Yahoo Finance "crediturl =" "data-ops =" "height =" 1051 "src =" https://media-mbst-pub-ue1.s3.amazonaws.com/creatr- uploaded-images / 2019-07 / 4cb43140-b394-11e9-bac1-9f38113519ab "width =" 1307 "/>
Technical usage has grown from previous years. Seven percent of invited customers ordered at kiosks, up from 4% in 2018 and 3% in 2017. Also, people who order via tablets grew to 4% this year, up from 1% last year and less than 1% in 2017.
Meanwhile, 18% of customers take food directly from the restaurant, and 2% are delivered either from the restaurant or through a third-party service.
When considering the negatives, the number one complaint among customers was long-awaited, followed by inaccurate orders – 24% of consumers noted that the quality of their food or drink was poor, and 20% said staff attitude or behavior was a problem.
Although among restaurants, In-N-Out visitors had the least negative experience Both In-N-Out and Five Guys were the best at solving problems when they arose. McDonald's, Red Robin and Carl's Jr. Had the biggest problem experiences.
The perception of health was low in the burger category. Only 19% of those surveyed said they were satisfied with the availability of healthy food options on their last visit. With stiff competition in the fast-food area, healthier food options are still a great opportunity.
The eight key measures were analyzed and In-N-Out ranked number one in four categories, including general cleanliness, staff friendliness, deterioration of appeal and value for money spent. McDonald's ranked last in two categories, including staff friendliness and food quality.
Heidi Chung is a reporter at Yahoo Finance. Follow her on Twitter: @heidi_chung .
More from Heidi:
Read the latest financial and business news from Yahoo Finance
Follow Yahoo Finance on Twitter Facebook  Instagram Flipboard LinkedIn and reddit ].