Over the past few years, Dunkin’ has been moving up steadily in the accuracy, customer service, and taste categories. In accuracy, Dunkin’ moved up from the sixth spot in 2019 to the fifth spot in 2020, and in customer service, they were bumped up from fifth in 2019 to fourth in 2020.
The taste category saw the biggest jump over the years, all the way from the number 15 spot in 2017, to number eight in 2018 and 2019, and number five in 2020. Dunkin’ has put more emphasis on their food menu over the past few years, adding new breakfast sandwiches and all-day offerings. This year, on the beverage side, Dunkin’ introduced new drinks like boba tea, shandies, sparkling tea during the pandemic to keep customers interested as many restaurant brands struggled.
As Dunkin’ climbed up the ranks in the first three categories, it slipped significantly in the speed ranking, dropping from number one in 2019 to number seven in 2020. This is the first time in four years that Dunkin’ did not rank in the top five on speed of service for the study.