Dutch Bros Coffee dominates the coffee, breakfast and bakery category thanks to elevated overall satisfaction and customer loyalty, according to Market Force Information's Q3 2022 Quick Serve Restaurant (QSR) / Fast Casual Study.
ATLANTA, March 7, 2023 /PRNewswire-PRWeb/ -- Market Force Information asked thousands of North Americans to rate their most recent quick serve restaurant experience on various factors to measure the performance of 53 of America's top QSR brands against their competition.
MEASURING SUCCESS – BEST BREAKFAST, PASTRY & COFFEE
The study measures quick serve restaurants by exploring the four pillars contributing to a QSR brand's success: Overall Satisfaction, Customer Loyalty, Brand Trust and Share of Wallet. There is a clear connection between visit satisfaction, customer loyalty and the creation of trust, which comes from consistency over time.
"Each year, we measure each brand's customer loyalty index (CLI) by combining customer satisfaction with the likelihood of a consumer recommending a brand to others," says Phil Doriot, VP of Customer Success and Analytics for Market Force. CLI factors are measured on a scale of 1-5.
This year the CLI winner in the Coffee, Breakfast and Baked Goods category was Dutch Bros, with a CLI of 68%, up 10 points from 2019's score of 58%.
Tim Hortons (44%) and Starbucks (40%) saw a decrease in their CLI; Starbucks with the most significant post-pandemic decline of 5% since 2019.
AMERICA'S FAVORITE QUICK SERVICE COFFEE SHOP
Dutch Bros Coffee ranked the highest in overall satisfaction for the coffee, breakfast, and bakery category, outperforming its competition with a score of 71%, a four-point increase since 2019.
The coffee giant, Starbucks, followed closely behind with 67%, while Tim Hortons fell short with 59%, the lowest score in the category on the Overall Satisfaction question.
"Trust and loyalty are strongly related to Share of Wallet," says Doriot. "In this case, Dutch Bros are incredibly well positioned to win market share."
READ THE FULL STUDY
Market Force's QSR study ranks winners in technology, showcases successful brand differentiation, models what metrics are linked to wallet share growth, and explores how brands can be more competitive.
Access a summary of the complete QSR study at: https://www.marketforce.com/qsr-research-2022-download
Brands and analysts interested in a complete walkthrough of the results can schedule a briefing with Market Force at: https://www.marketforce.com/qsr-research-2022-connect
The featured coffee, bakery and breakfast restaurants include: Dunkin Donuts, Dutch Bros Coffee, Krispy Kreme, Panera Bread, Starbucks and Tim Hortons.
The full list of all 53 brands includes: Arby's, Auntie Anne's, Baskin-Robbins, Bojangles, Boston Market, Burger King, Captain D's, Cava, Checkers and Rally's, Chick-fil-A, Chipotle, Church's Chicken, Culver's, Dairy Queen, Del Taco, Domino's, Dunkin', Dutch Bros Coffee, El Pollo Loco, Firehouse Subs, Five Guys, Hardee's/ Carl's Jr., In-N-Out Burger, Jack In The Box, Jersey Mike's, Jimmy John's, KFC, Krispy Kreme, Little Caesars, Long John's, Marco's Pizza, McAlister's Deli, McDonald's, Moe's Southwest Grill, Noodles & Company, Panda Express, Panera Bread, Papa John's, Papa Murphy's, Pizza Hut, Popeyes, Qdoba, Raising Cane's, Sonic Drive-In, Starbucks, Subway, Taco Bell, Taco John, Time Hortons, Wendy's, Whataburger, Wingstop, Zaxby's.
ABOUT MARKET FORCE INFORMATION
Market Force Information provides a robust framework for measuring and improving employee experience, operational performance, customer experience, and financial KPIs. Market Force delivers solutions for restaurants, big box and specialty retail, grocery, petro-convenience, hospitality, travel, telecom, technology, energy, education, health and wellness, movie studios and theatres, fitness, financial services, gaming, CPG, alcohol and tobacco, pharm, government agencies and more.
Media Contact
Callum Beattie, Market Force Information c/o Honest Agency, 1.204.947.6824, [email protected]
SOURCE Market Force Information c/o Honest Agency
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