Tag: fast-food

OM in the News: Chick-fil-A Dethroned as Quality Fast Food Chain Leader

America’s favorite fast-food chicken chain has been knocked from the top spot in a closely watched customer satisfaction ranking, reports FoxNews.com (June 16, 2026). Chick-fil-A, which topped the annual American Customer Satisfaction Index (ACSI) in 2025, fell to second place this year.

Jersey Mike’s claimed first place, with an ACSI score of 84 out of 100, edging Chick-fil-A’s 83. The shift marks the first time in over a decade that a new chain has led the ACSI’s quick-service restaurant (QSR) category. ASCI credited Jersey Mike’s with maintaining high customer satisfaction while rapidly expanding its restaurant footprint, writing :”Jersey Mike’s success is consistent with their business performance, including rapid unit growth, strong customer demand, and a model designed around throughput and off-premise convenience from high digital pickup usage.”

Jersey Mike’s, founded in 1956, has more than 4,000 locations across the U.S. and Canada, and is best known for its made-to-order subs and “Mike’s Way” sandwiches. A narrow menu adds to its success in the ratings.

Following Chick-fil-A were Jimmy John’s and Panda Express, which tied for third place with scores of 81. KFC, Papa Johns and Pizza Hut followed with scores of 80 — while Domino’s, Raising Cane’s, Starbucks and Subway each earned ratings of 79. Burger King, Culver’s, Dunkin’, Little Caesars and Panera Bread rounded out the next tier with scores of 78. Ranking near the bottom were Dairy Queen and McDonald’s, which tied for last place with scores of 72.

The ACSI study was based on 16,464 surveys.

Classroom discussion questions:

  1. Research the ACSI study approach and comment.
  2. Why is McDonald’s tied for last place?

OM in the News: AI is Taco Bell and Pizza Hut’s “Secret Sauce”

Since the pandemic, fast-food chains have increased investing in technologies like digital ordering and more drive-throughs, betting those trends will last, reports The Wall Street Journal (April 2, 2024). Now, pressured by higher labor costs—including California’s new $20 minimum wage law—and inflation-weary customers, more fast-food operators are banking on AI to drive sales and help lower costs.

Yum Brands has worked to consolidate customer data for its four brands.

The explosive growth of generative AI, which has already made its way into sectors like healthcare and retail, is further accelerating the pace at which fast-food chains embrace cutting-edge technologies. While these restaurants have traditionally lagged behind other sectors in technology adoption, that is quickly changing. The chains are finding they must keep pace with increasingly tech-savvy consumers, while keeping labor and other costs in check.

Yum Brands’ “AI-powered”  artificial intelligence shapes nearly every aspect of how its Taco Bell, Pizza Hut, KFC and Habit Burger Grill restaurants are run. The fast-food giant has been increasing its investment in technology and automation. About 45%, or about $30 billion, of Yum’s sales are digital, double the level in 2019.
Yum’s SuperApp, a mobile app for restaurant managers to track and manage operations—Yum calls it “a coach in your pocket”—is testing a generative AI boost. Team members can ask the app questions like “How should I set this oven temperature?” rather than turning to training materials or tapping through an app interface.
The goal is for SuperApp, now in use in more than 8,700 Pizza Hut and KFC locations, to connect technology systems so managers can order ingredients and schedule shifts without leaving the app. SuperApp can also be updated as features are developed, such as with an augmented reality tool for teaching employees how to make new products like Pizza Hut Melts.
Like its competitors, Yum is also testing generative AI’s use for customers, such as voice AI for drive-through orders. The company is also looking into image-recognition AI to count cars and waiting times in a drive-through, as well as digitally linked and managed kitchen appliances
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Classroom discussion questions:
1. How else could AI be used in managing a restaurant?
2. What is generative AI?