Subway ranked first in customer satisfaction among quickservice chains, and Wendy's beat McDonald's and Burger King for the 20th consecutive year, according to the annual American Customer Satisfaction Index. The index rates chains based on customer feedback on several criteria including accuracy, quality, cleanliness and speed of service.
The tale of McDonald's failed Twitter campaign put the chain in second place on Business Insider's roster of 2012's biggest public relations disasters. Stories involving restaurant chains took five spots on the top 10, including the "pink slime" controversy.
A&W Canada is second only to McDonald's in quickservice sales in the country, but the chain aims to expand its reach to younger consumers with a new urban store prototype. The design mixes some traditional elements with an edgier look and high-tech features including self-service kiosks.
Restaurants and chains have embraced Facebook, Twitter and other social tools, and many continue to outsource the work to agencies rather than hiring a full-time social-savvy staffer. Big chains including McDonald's and Popeyes say their social media efforts have grown substantially, and profitably, since bringing the duties in-house. At least one expert advises smaller restaurant companies to do the same if the budget allows.
Travelers seeking sustenance search most often for quickservice chains, according to TeleNav. Six of the top 10 searched-for restaurant destinations on the company's GPS service were quickservice companies, with McDonald's the clear leader and Subway second.