Chick-fil-A has earned the top spot in the American Customer Satisfaction Index (ACSI) for eight years running. According to the ACSI, Chick-fil-A “leads the industry – and all restaurants – for the eighth straight year with a steady ACSI score of 83.”
Because of Chick-fil-A’s renowned customer service and scrumptious food, it comes as no surprise that the restaurant, home of “The Original Chicken Sandwich,” is planning a $1 billion international expansion through 2030..
The Wall Street Journal reports that Chick-fil-A Inc. “plans to open restaurants in Europe and Asia by 2026, with locations in five international markets by 2030.”
Andrew Cathy, current chairman of Chick-Fil-A and grandson of founder S. Truett Cathy, said that the company is taking its chicken overseas while continuing to expand in the United States.
“We feel like it’s time to continue to innovate and try and test how we will do in international markets so that we can learn,” Mr. Cathy said.
Other fast-food chains, like McDonald’s and Popeyes Louisiana Kitchen have also introduced similar chicken sandwiches over the past several years. In fact, in 2022, Americans alone “ordered 2.8 billion breaded chicken sandwiches.” But Chick-fil-A continues to stand out and stand above the rest; as ACSI ranking proves.
Chick-fil-A shines compared to its competitors for three reasons.
First, the company is committed to honoring its Christian values. This is done principally through closing on Sundays. Are there any other $5.8 billion dollar fast-food companies that are only open six days per week?
It’s easy to forget Chick-fil-A closes on Sundays, as anyone who has tried to roll through a drive through at Chick-fil-A on Sunday afternoon knows.
The company’s founder, S. Truett Cathy, opted to close on Sundays starting in 1946, when he opened his first restaurant in Hapeville, Georgia. As the company’s website notes, “Having worked seven days a week in restaurants open 24 hours, Truett saw the importance of closing on Sundays so that he and his employees could set aside one day to rest and worship if they choose.”
It’s a Fourth Commandment value that Chick-fil-A has maintained to this day.
Second, the company places a great emphasis on treating customers with dignity and pleasant service. This shows when any friendly Chick-fil-A employee kindly replies, “My pleasure,” when thanked by a customer.
Third, as S. Truett Cathy said, “We should be about more than just selling chicken. We should be a part of our customer’s lives and the communities in which we serve.” The company does this through its various charitable foundations, which give away millions each year. And, individual franchises often serve their local communities with events such as school fundraisers.
Chick-fil-A Inc. growth overseas shows that biblical values and celebrated customer service can still shine through in modern society. As our culture grows darker and appears increasingly bleak, any light appears even brighter. Even if that light comes in the form of two buttered buns, one boneless chicken breast and two dill pickle chips, with a side of “My pleasure” to go.