The biggest piece of news to emerge from the University of Michigan’s American Customer Satisfaction Index (ACSI) might simply be that full-service restaurant chains are now recognized in its survey universe. Previously, limited-service (i.e., fast food) was the only restaurant segment ACSI followed. In all, ACSI measures customer satisfaction for more than 200 companies in 43 industries, plus nearly 100 customer segments of federal agencies. Its first look at casual dining chains produced ...

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