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Full-Service Restaurants

Know exactly where your restaurant stands relative to the competition

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FULL-SERVICE
RESTAURANTS

With inflationary pressure driving purchasing decisions, it’s important for businesses and customers alike to spend their money carefully. The patented methodology of the ACSI gives much needed insight into how improvement initiatives impact the drivers of satisfaction that keep customers coming back. Predict customer behavior with ACSI’s science-backed statistical models.

At a glance:

Full-Service Restaurants

  • Inaugural year:

    2007

  • Updated:

    annually

  • Most recent data:

    2023

  • Companies:

    14 major chains, plus aggregate of smaller restaurants

Satisfaction Benchmarks by Company

Full-Service Restaurants
First Hidden Column Company 2022 2023 % Change
0 Full-Service Restaurants 80 81 1%
1 Red Robin 77 77 0%
1 Chili’s 76 77 1%
1 The Cheesecake Factory 76 78 3%
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 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.

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