Full-Service Restaurants
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FULL-SERVICE
RESTAURANTS
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At a glance:
Full-Service Restaurants
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Inaugural year:
2007
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Updated:
annually
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Most recent data:
2023
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Companies:
14 major chains, plus aggregate of smaller restaurants
Satisfaction Benchmarks by Company
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Full-Service Restaurants | 80 | 81 | 1% |
| 1 | Denny’s | 75 | 77 | 3% |
| 1 | Red Lobster | 75 | 79 | 5% |
| 1 | Buffalo Wild Wings (Inspire Brands) | 74 | 79 | 7% |
| 1 | Applebee’s (Dine Brands) | 73 | 79 | 8% |
| 1 | IHOP (Dine Brands) | 73 | 72 | -1% |
| 1 | LongHorn Steakhouse (Darden) | 80 | 82 | 3% |
| 1 | Texas Roadhouse | 80 | 82 | 3% |
| 1 | Cracker Barrel | 78 | 82 | 5% |
| 1 | Fridays | 78 | 77 | -1% |
| 1 | Olive Garden (Darden) | 77 | 80 | 4% |
| 1 | Outback Steakhouse | 77 | 83 | 8% |
| 1 | Red Robin | 77 | 77 | 0% |
| 1 | Chili’s | 76 | 77 | 1% |
| 1 | The Cheesecake Factory | 76 | 78 | 3% |
| 1 | All Others | 80 | 81 | 1% |
2023 results based on data collected April 2022 – March 2023.
Full-Service Restaurant Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Accuracy of food order | 87 | 88 |
| Quality of mobile app | 78 | 87 |
| Reliability of mobile app (minimal down time, crashes, lags) | 85 | 87 |
| Beverage quality (taste, temperature) | 84 | 86 |
| Courtesy and helpfulness of waitstaff | 84 | 86 |
| Food quality (taste, temperature, freshness of ingredients) | 86 | 86 |
| Restaurant layout and cleanliness | 84 | 85 |
| Website satisfaction | 86 | 85 |
| Variety of food on menu | 84 | 84 |
| Speed with which food order was received at table | 82 | 83 |
| Variety of beverages on menu | 83 | 83 |
Industry averages are weighted by companies’ market shares.