The top Foodservice brands in Kenya based on Customer Satisfaction

Today we explore the top foodservice brands in Kenya in terms of Customer Satisfaction. In a highly competitive fast food industry with new international players entering the market, it is even more critical for the various players to keep a close eye on their performance and consumers’ perception. Via the pan-african online panel SagaPoll, we track on a monthly basis consumers opinions across the continent. We asked members of our online panel in Kenya who have ever consumed the fast food brand if they consider themselves a satisfied or dissatisfied customer. Results below reveal the top performers of the Kenyan foodservice industry in terms of satisfaction score (derived from Satisfaction minus dissatisfaction).

Ranking of the top Foodservice brands in Kenya

Based on the African Brand Health Tracker SagaBrand, we find the following ranking on Customer Satisfaction score in 2024:  

1. KFC
2. Cold Stone Creamery
3. Java House
4. Chicken Inn
5. Big Square
6. Artcaffé
7. Papa Johns (newly established in Kenya with two outlets via its franchise partner Express Kitchen LTD, a subsidiary of AAH Limited, the majority shareholder of Hass Petroleum Group, which holds a significant retail footprint in Africa) 
8. Pizza Inn
9. Galito’s
10. Burger King 

Further down the list we also find ChicKing, a Dubai based chain that recently opened two outlets in Kenya (in Nairobi and Mombasa). It is considered to be one of the first fully halal QSR (quick-service restaurants) brands in the world. It is already present in Africa (Nigeria, Côte d’Ivoire, South Africa, Angola, etc) and has ambitious development plans on the continent. 

Evolution of top kenyan Foodservice brands performance over time

While KFC is currently clearly ahead of its competitors, historical data shows that this has almost always been the case over the last 3 years of tracking. Its performance grew steadily between 74% in January 2021 to 83% in January 2024.  There is only one notable exception, with a slight drop to 71% at the beginning of 2022. This was due to a temporary shortage of potatoes which particularly affected KFC, fries being a key part of its menu. It was only during this crisis that another brand briefly topped the satisfaction rankings (Java House at 72%).

More on Foodservice in Africa

Finally, the broad coverage of our online panel enables us to cover the foodservice sector in Kenya, but also in other African markets such as South Africa or Morocco. We are also able to deep dive into specific brands across several markets as we did with the battle between pizza giants Pizza Hut and Domino’s.

For further details on popular foodservice chains in Kenya or more generally on how to capture brand performance in Africa, reach out to us. Please either send an email to contact@sagaciresearch.com or click on the link below.

Methodology

SagaBrand, the continuous tracking tool for brands across the African continent. Our online panel assesses around 2,000 brands on a daily basis.

• Customer Satisfaction: For which brands below are you a SATISFIED or DISSATISFIED customer? Base: Respondents who have ever been a customer of the brand. 
• Satisfaction score: satisfaction minus dissatisfaction.

Population: adults in Kenya above 18 years old. 

Base: average of 800 per wave

Period: January 2021 to January 2024

© Cover Photo by KFC Kenya