Inside Franchise Business - - Global Eye -

Aussies love fast food but are the tra­di­tional brands still flavour of the month? When it comes to cus­tomer sat­is­fac­tion it seems there's a shift in this fran­chise-dom­i­nated mar­ket.

Ca­sual din­ing burger chain Grill’d has topped Roy Mor­gan’s cus­tomer sat­is­fac­tion sur­vey for the quick-ser­vice res­tau­rant cat­e­gory with a 90.7 per cent score, pip­ping at the post Mex­i­can favourite Guzman Y Gomez.

GYG rated sec­ond at 89.3 per cent sat­is­fac­tion, fol­lowed by Crust Pizza (86.6 per cent) and Sub­way (85.8 per cent).

Fight­ing for fifth spot were Noo­dle Box (82.3) and Nando's (82.2 per cent).

In the mid­dle ground were Red Rooster (80.3 per cent) and Oporto (79.6 per cent), which beat Pizza Hut’s 78 per cent, Hog's Breath Cafe had a 74.3 per cent and Domino’s had a 73.6 per cent rat­ings - although Pizza Hut saw the big­gest im­prove­ment (up 9.6 per cent).

McDon­ald’s 66.2 per cent score ranked the fast food gi­ant at the bot­tom of the list, just be­low KFC and Hun­gry Jacks, which achieved 71.5 per cent and 72.8 per cent scor­ing re­spec­tively.

Roy Mor­gan’s in­dus­try com­mu­ni­ca­tions di­rec­tor, Nor­man Mor­ris, said “Over the last four years, there has con­tin­ued to be strong growth in the pa­tron­age of quick-ser­vice restau­rants, with an in­crease of over 1.3 mil­lion or 13 per cent. This has in­creased cus­tomer num­bers in an av­er­age four-week pe­riod for those over 14 to nearly 12 mil­lion and as a re­sult has brought with it very tough com­pe­ti­tion.

"The use of quick-ser­vice restau­rants is wide­spread across all age groups and so­cio-eco­nomic seg­ments. How­ever, Roy Mor­gan has a great deal more in­for­ma­tion about the cus­tomers of each of the ma­jor brands, en­abling an in-depth un­der­stand­ing and pro­fil­ing, nec­es­sary tools for any­one in­volved in strat­egy devel­op­ment in this fast grow­ing and highly com­pet­i­tive in­dus­try,” he con­tin­ued.

Newspapers in English

Newspapers from Australia

© PressReader. All rights reserved.