[David] Portalatin says that industry experts agree that the biggest distinguishing feature for Chick-fil-A is the customer experience.
“The level of customer satisfaction is highly differentiated from many of their fast-food peers.”
Chick-fil-A’s customer service is legendary, prompting rafts of memes enumerating real and imagined over-the-top polite employee interactions.
Global restaurant consultant Aaron Allen says some of this is about the speed of the drive-through and a culture of saying “please” and “thank you.” Some of the positive customer-service experience can be linked to an embrace of technology. In 2016, the chain debuted what it called Mom’s Valet, which let parents order at the drive-through, then go inside where a Chick-fil-A employee would have a table ready.
More recently, the company launched a successful app, and it is routine for employees to walk the drive-through line taking tablet orders to expedite.
The sky is falling for fast food, but not for Chick-fil-A. Here’s why. https://t.co/LN5YWQhuQn
— The Washington Post (@washingtonpost) June 19, 2019