America's favorite fast-casual chains

Fractions of a percentage point separate the top two fast-casual chains, emphasizing the importance of paying attention to every detail when it comes to winning over consumers. Sandwich chains account for three of the top five spots in the fast-casual category, which is rounded out by burger concept Fuddruckers and Mediterranean chain Zoes Kitchen. The biggest factors separating the top two chains? Firehouse Subs bested Newk’s Eatery by a couple of percentage points in service and hospitality, as well as food and beverage quality.

Overall: 60.7%

Service & Hospitality: 71.2%

Ambiance & Appearance: 59%

Food & Beverage: 61.3%

Takeout & Convenience: 65.3%

Value: 52%

Firehouse Subs is neck and neck with other top fast-casual chains, but a couple of metrics set it apart: service and hospitality, and, to a lesser degree, value. The Jacksonville, Fla.-based chain recently rolled out its first major redesign in 25 years, with the goal of boosting operational efficiency. New equipment allows the restaurant to steam more sandwiches in a shorter amount of time, in a smaller kitchen and, potentially, with a smaller staff. Off-premise sales now make up more than 60% of Firehouse’s business, so the new prototype shaves down the dining room’s size.

Source: Technomic Ignite consumer data

Learn more about America's Favorite Chains.

Overall: 60.2%

Service & Hospitality: 69.2%

Ambiance & Appearance: 59.5%

Food & Beverage: 60.3%

Takeout & Convenience: 65.2%

Value: 51.9%

The chain gets particularly high marks for convenience, with 65.2% of consumers saying the concept does well in this category. Newk’s recently rolled out a new prototype that, among other things, features a streamlined to-go area with dedicated registers and its own entrance.

Source: Technomic Ignite consumer data

Learn more about America's Favorite Chains.

Overall: 58.2%

Service & Hospitality: 67.5%

Ambiance & Appearance: 54.4%

Food & Beverage: 60.7%

Takeout & Convenience: 61.7%

Value: 49.3%

Source: Technomic Ignite consumer data

Learn more about America's Favorite Chains.

Overall: 56.5%

Service & Hospitality: 68%

Ambiance & Appearance: 55.8%

Food & Beverage: 57.2%

Takeout & Convenience: 58.4%

Value: 47.6%

Source: Technomic Ignite consumer data

Learn more about America's Favorite Chains.

Overall: 56.4%

Service & Hospitality: 67%

Ambiance & Appearance: 54.6%

Food & Beverage: 57.9%

Takeout & Convenience: 60.6%

Value: 45.7%

Source: Technomic Ignite consumer data

Learn more about America's Favorite Chains.

The Technomic Ignite: Consumer program is an ongoing study that tracks the performance of leading chains by measuring the consumer experience. This report includes the top chains in the U.S. by sales, plus 53 additional chains to round out categories or capture regional data. The data represents responses from more than 100,000 consumers, collected from Q4 2018 to Q3 2019. Scores represent the percentage of respondents who strongly agree with the statements, on a scale of 1 to 5.