January, 2026
(Main image via 7NEWS)
Customer Satisfaction Rankings
For the December 2025 quarter, Soul Origin moved into first place on Fonto's overall QSR customer satisfaction rankings, ahead of Betty's Burgers, El Jannah, and Crust Pizza.
Fonto triggers customer satisfaction surveys from purchases made with all major QSR brands and tracks comparative customer satisfaction and other customer experience variables across the category.
The rankings are based on “Overall Satisfaction” in the survey, and driven by the percentage of customers that indicated they were “Very Satisfied” (top box).
Notably, a number of major brands were on the move during the quarter, improving their customer experience significantly. Subway rose 6 places to finish at #5 on the list, Crust jumped 4 places to finish in the top 5, while Grill'd and Hungry Jacks jumped 3 places each to finish in the top 10.
Soul Origin (who have only been tracked by Fonto since mid-2025), have gained prominence among its customer base as it ventures out of shopping centre locations, opening its first drive-through experience during the December quarter in Epping Victoria.
While the largest brands often fall outside of the top 10 for customer satisfaction due to relative size and customer expectations, Hungry Jacks have notably performed strongly throughout the financial year to date, moving up into 10th place on Fonto’s rankings.
“Hungry Jack’s have put a lot of effort into keeping their menu fresh and our data shows they have been winning when it comes to customer loyalty. We are seeing a definite increasing in the frequency of purchase, particularly amongst younger generations,” said Ben Dixon, CEO of Fonto.
Guzman y Gomez, has continued their rapid topline growth despite lacklustre share market performance, however also saw a dip in its Fonto customer satisfaction ranking, dropping from 3rd to 9th place as it battles with both the operational challenges of rapid growth and a rising customer expectation as it becomes a mainstream QSR brand.
Fast mover: Yo-Chi
Cult favourite Yo-Chi significantly increased its customer base year on year as it continued to add new stores in high traffic locations.
Market penetration (the number of customers who purchased at least once) for Yo-Chi amongst Australians aged 18+ increased by more than 5% for the December quarter compared to the year prior, indicating almost 1.4 million new customers aged 18+. This was amongst the fastest growing brands in the category despite its niche focus on frozen yogurt.
Although not a natural competitor to the large format hot food chains in QSR, Yo-Chi is highly regarded amongst the QSR community for its low operating costs and ease of operational implementation.
Fast mover: Pizza Hut
Pizza Hut, which lost a significant volume of customers throughout 2024, has rebounded in 2025, regaining more than 400,000 customers aged 18+ during the December quarter that it had progressively lost over 2 years.
Fined $2.5 million in 2024 for breaching the Spam Act, a combination of factors including cost of living pressures, new competitors, and brand perception led to a steady loss of customers post-COVID.
A broad effort to revamp value and promotional offers, digital ordering and menu enhancements, as well as a local marketing refresh, has helped Pizza Hut surge back in 2025 and move into the top 10 in terms of customer satisfaction rankings.
Digital orders and branded apps
Digital orders continue to be an area of focus for the category, with 53% of all orders under measure by Fonto recorded as via a digital ordering method. Digital ordering methods include self-serve kiosks, brand websites and apps, QR Code menus and delivery apps such as Uber Eats and Doordash.
Domino’s and Pizza Hut continue to lead the category in terms of digital orders, with 83% and 79% respectively of all orders under measure coming digitally.
The major brands KFC (62%), McDonald’s (54%) and Hungry Jack’s (53%) all now record more than half of orders coming from these sources.
Of most note is the growth of branded apps – ie those apps deployed by each individual brand. 21% of all QSR orders during the December quarter were made using branded apps, with all of the major restaurants listed above and including Guzman Y Gomez now recording more than a third of all orders coming from their own app:
About Fonto
More than 90,000 Australians share their daily financial transaction data with Fonto allowing accurate understanding of buyer behaviour over time. Data is collected using Mastercard’s Open Banking protocols, enabling fast, private and secure data sharing.
Fonto’s members complete surveys about their actuals purchases and customer experience with brands. Customer surveys are triggered by verified transactions, providing accurate consumer insight from real customers and removing survey fraud and errors which represent 38% of all global survey responses worldwide.
On a monthly basis, we provide "Moments in Fonto” data to the QSR sector, providing them with market share and other consumer spending movements, as well as a comparative view of how brands are performing in terms of customer experience, providing a unique dataset not previously available to the category.
If you're in the broader Food Service sector, reach out to the team for an introduction to how Fonto data is improving accuracy for insights for QSR marketers and operations teams.
