Benchmarking against Chick- Fil- A

1. Benchmarking against Chick- Fil- A The best in Service

2. The Chick-Fil-A Story • Chick-Fil-A is celebrated for its incomparable customer service that the company maintains thanks to the dedicated support of its employees. • The privately held company has reported sales growth in every single year since its founding back in 1946. • lt is the most profitable fast-food chain in America on a per-location basis and its success story began with a diner opened in the right place at the right time. • In 1946, the late Chick-Fil-A founder and long time chair and CEO Samuel Truett Cathy opened a diner named the Dwarf Grill. It was located in Hapeville, Georgia, a suburb of Atlanta.

3. The Chick-Fil-A Story • In 1967, two years after finally perfecting his chicken recipe, Cathy was ready to open a restaurant based purely on the sandwich. • The first location was in Atlanta's Greenbriar Mall and was only 384 square feet.

4. Chick-Fil-A cares about its employees • Chick-fil-A has a culture of caring for its employees. • This culture seems to have directly translated to how Chick-fil-A employees treat customers in turn. • In 2018, for the third year in a row, the company was rated Americans‘ most beloved fast-food restaurant in the American Customer Satisfaction Index's annual survey. • Chick-fil-A has been ranked #1 in politeness of staff.

5. Chick-fil-A Traditions • The “A” in Chick-fil-A has a hidden meaning. The restaurant chain's name is a take on "chicken fillet," with the capital "A" at the end symbolizing top quality, according the restaurant. • “We should be about more than just selling chicken. We should be a part of our customers’ lives and the communities in which we serve.” S. TRUETT CATHY • “The word ‘restaurant’ means place of restoration, and we think of Chick-fil-A as an oasis where people can be restored. We strive to treat people better than the place down the street. One way we do that is by remembering that we’re all people with a lot of emotional things going on that don’t necessarily show on the surface, so we try to offer amenities and kindness that minister to the heart,” he said. • Chick-fil-A is closed for business on Sundays, as well as on Thanksgiving and Christmas. This tradition started with Cathy who believed employees should have an opportunity to rest, spend time with family and friends, and worship if they choose to do so.

6. Chick-fil-A is committed to quality food • Chick-fil-A thrives because customers value the pleasant dining experience they have come to count on from the restaurant, an experience that likely results from the top-down corporate culture of the company. • Their food consistently receives high marks for taste and they have a growing commitment to a healthier menu.

7. What customers love about Chick-fil-A Happy Employees equals to Great Service • Chick-fil-A has developed a reputation for itself among fast food restaurants as having excellent service. • Need a refill? An employee will be right there to get it for you. Heck, you can get better service at Chick-fil-A than you can at many sit-down restaurants. • If you say “Thank you”, they will say “My pleasure”. No matter what, Chik-fil-A employees will try to make you feel good about your visit. Or at least often enough that it gives you that impression.

8. What customerslove about Chick-fil-A They’re Clean! • ’Every time I have walked into a Chick-fil-A, the place is spotless. • The dining area and bathrooms are always so clean and fresh. • You can tell the employees work hard to keep it clean and we customers appreciate it’.

9. What customerslove about Chick-fil-A • Ambiance • The next time you go to Chick-fil-A check out all the little things they do to make their restaurants warm and attractive. • Decorations! They have flowers on every table. And during holidays they even have Christmas wreaths up! • All this adds up to one thing: ChikFil A is a happy place!

10. What customerslove about Chick-fil-A • The Food is Actually Good • Ahh yes, lest we forget this other forgotten trait of fast food restaurants—great food. • It’s delicious! ChikFil A makes a damned good Chicken Sandwich. Moist chicken, fried to perfection almost every time. With the pickles, of course. • Everybody likes Chick-fil-A. Nothing on their menu is poor quality. They’re proud of their food and they have every right to be.