Australia

QSR customers most satisfied with Grill’d

By RJ Whitehead

- Last updated on GMT

QSR customers most satisfied with Grill’d

Related tags: Roy morgan research, Fast food, Kfc

Though McDonald’s has the most customers in Australia’s fast-food market, it is well off the pace in terms of consumer approval, according to a new analysis. 

Having spoken to more than 8,000 quick-service restaurant diners, Roy Morgan research found that Grill’d had the highest proportion of satisfied customers out of the segment’s top 14 brands. 

Grill’d’s score of 90.7% customers at least “fairly satisfied​” was substantially ahead of the 66.2% polled by McDonald’s in the survey. 

The healthy burger chain was closely followed by Guzman Y Gomez with 89.3%, Crust Pizza (86.6%) and Subway (85.8%).

With 11.8m Australians over 14 visiting fast-food restaurant monthly, over the last 12 months, the biggest improvement in satisfaction was for Pizza Hut (up 9.6 percentage points), followed by Red Rooster (5.8), KFC (3.5) and Crust Pizza (2.5). 

Those showing the largest declines in satisfaction were Hog’s Breath Café (down 9.6 percentage points), Nando’s (6.1) and Guzman Y Gomez (2.8).

Norman Morris, of Roy Morgan Research, said there has been a strong increase in quick service restaurant customers over the last four years, with numbers growing by over 1.3m or 13%, leading to “very tough competition​”.

The use of quick service restaurants is widespread across all age groups and socio-economic segments​,” he added

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