Burgers, fries and soft drinks: If you are in a hurry, you want to be served quickly and you also expect quality, friendliness and cleanliness. But not all restaurants can offer that. The German Institute for Service Quality examined six fast-food restaurants and eight fast-food restaurants on behalf of the television broadcaster n-tv. We introduce the winners and losers.
Fast food isn't always quick
In addition to the waiting times, the German Institute for Service Quality also checked the friendliness of the employees and the cleanliness of the branches. The result: fast food is not always quick. Some test customers had to wait up to 15 minutes.
In addition, the testers criticized the taste and freshness of the dishes in every fourth case. "In addition, the cleanliness in the branches often gave rise to criticism. Dirty floors and, above all, poor hygiene in the toilets attracted negative attention," said Bianca Möller, managing director of the market research institute, to n-tv.
Friendliness was one of the strengths of the employees. If the ordered food was complained about, the employees reacted professionally: in three quarters of the cases a replacement was offered.
It was more difficult with other complaints: "Not even half of the employees responded appropriately when a customer complained about defects such as dirty tables," explains service expert Möller.
Also Read: Why Is Fast Food So Unhealthy? Lets Deep Dive into it in 2021
"KFC" is the test winner of the fast food restaurants
"Kentucky Fried Chicken" took first place in the fast food category. In addition to friendliness and cleanliness, the fast food restaurant also scored points when it came to handling complaints.
The German Institute for Service Quality also gave good ratings for the range, quality and taste of the dishes. The long opening times of around 93 hours per week were also rated positively.
Second place went to "McDonald's". The fast food restaurant was at the forefront when it came to the choice of dishes. According to the market researchers, the tastiest and highest quality food and drinks were to be found here. The handling of complaints turned out to be in need of improvement. "McDonald's" performed worst here compared to other fast food providers.
Third place went to "Burger King". The waiting times averaged one minute - that was the best value among the fast food chains. Although the variety of dishes was not quite as rich, the market researchers praised the freshness and taste of the dishes.
The tables, which are often dirty or not cleared, were noticeable negatively. In terms of interior design, "Burger King" could not score either. Fourth place went to "Subway", "Kochlöffel" and "Pizza Hut" came in fifth and sixth.
These are the fast-food test winners
"Marché Restaurants" received the title "Best Fast Food Restaurant" in the fast-paced restaurant category. The company did best in all areas. The market researchers particularly praised the appealing ambience, the rich offer and the friendliness and helpfulness of the employees. The waiting times are also short and the long opening times are an advantage.
"RestaurantCafé" landed in second place and, in addition to friendly and fast service, also scored points with a nice environment and fresh and delicious dishes. Third place went to "Le Buffet". Among other things, the environment, the rich offer, the cleanliness and the short waiting times were convincing.
Fourth place went to "Ikea", and fifth place to "Dinea". Subway, Gosch, Nordsee and Vapiano landed in the lower ranks with a "satisfactory" rating.
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