(Photo: In-N-Out's Double Double, grilled onions for me thankyouverymuch.)
The title of the article is a bit silly- In-N-Out Burger vs. McDonald's: Guess Who Won?, but some interesting insight into how much better regional chains do at satisfying customers compared to the (inter)national brands:
In a survey of 94,000 users last year, In-N-Out Burger of Irvine, Calif., was the top winner in overall customer satisfaction, which takes into account, among other things, quality of food and service, cleanliness and value for the money, in the 2008 Quick-Track Awards of Excellence."It's probably easier to maintain the highest standards if you're only operating in a couple of states," says Paul Clarke, vice president of sales and marketing at Sandelman & Associates. "So, customers recognize the difference."
There's much more pressure when you're a publicly traded company to increase profitability even when sales are down. In-N-Out, I know, is family owned. Check out the article to see the results of the poll.
