Jersey Mike’s wins for best sandwich experience in a Quick Serve Restaurant (QSR), according to Market Force Information’s new 2022 QSR / Fast Casual Study.
Jersey Mike’s wins customer loyalty and satisfaction in the sandwich category, according to Market Force Information’s recent study.
“The customers have spoken,” says Scott Griffith, CMSO for Market Force. “When it comes to sandwiches, Mike’s way is the right way.”
Over 5,000 people were surveyed in Market Force’s 2022 Quick Serve Restaurant (QSR) / Fast Casual Study. Consumers were asked to rate a recent experience in a quick serve restaurant on a variety of factors and Market Force compiled the data to measure how 53 of America’s top brands performed, comparing customer favor in cuisine categories.
The Sandwich Winners
As part of the survey, consumers shared that the most important measures at a sandwich shop are food quality, value received for money spent, restaurant atmosphere, staff friendliness and speed of service.
Jersey Mike’s takes the lead across most elements of consumer satisfaction, scoring top marks for overall satisfaction (78%), food quality (81%), cleanliness (76%), service speed (73%), problem-free experience (97%) and order accuracy (99%). Jimmy John’s was the closest contender in terms of Overall Satisfaction with a score of 71%, up 9 points from their 2019 score, which was the greatest improvement in the category.
“The perception of value for money is lower in the sandwich category vs other segments in QSR,” says Griffith, “but Jersey Mike’s beat the competition there too, despite having a top-box score of 46%.”
Regarding value, Firehouse and Jimmy John’s tied at 43% to round out the top 3.
McAlister’s Deli also performed well, winning top marks for curb appeal (66%), atmosphere (72%), healthy food options (64%), staff friendliness (71%), and share of wallet (49.2%).
To measure a brand’s Customer Loyalty Index (CLI), Market Force combines data about consumer satisfaction with the likelihood that a consumer would recommend the brand to others.
“In 2022, Jersey Mike’s was the only brand to gain ground since 2019,” says Griffith. “At 65%, compared to 60% in 2019, Jersey Mike’s is reaping the reward of having returning customers.”
Read the Full Study
Market Force’s QSR study ranks winners in technology, showcases successful brand differentiation, models what metrics link to wallet share growth, and explores how brands can be more competitive.
A summary of the study results can be accessed at:
Brands and analysts interested in a full walkthrough of the results can schedule a briefing with Market Force at: https://www.marketforce.com/qsr-research-2022-connect
The sandwich brands featured in the study include: Arby’s, Firehouse Subs, Jersey Mike’s, Jimmy John’s, McAlister’s Deli, and Subway.
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.
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, pharma, government agencies and more.