Full-Service Restaurants
Know exactly where your restaurant stands relative to the competition
Leverage ACSI science to focus resources for maximum impact on diner satisfaction.
FULL-SERVICE
RESTAURANTS
In the face of increasing competition and changing consumer lifestyles, the full-service restaurant industry needs to develop a deep understanding of consumer experience metrics and satisfaction drivers that can improve retention. Uncover and predict behaviors of your customers that drive satisfaction using ACSI’s renowned statistical models.
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:
2022
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Companies:
14 major chains, plus aggregate of smaller restaurants
Satisfaction Benchmarks by Company
Full-Service Restaurants
| Company | 2021 | 2022 | % Change |
|---|---|---|---|
| Full-Service Restaurants | 80 | 80 | 0.0% |
| All Others | 81 | 80 | -1% |
| LongHorn Steakhouse (Darden) | 80 | 80 | 0% |
| Texas Roadhouse | 80 | 80 | 0% |
| Cracker Barrel | 78 | 78 | 0% |
| Fridays | 77 | 78 | 1% |
| Olive Garden (Darden) | 80 | 77 | -4% |
| Outback Steakhouse | 78 | 77 | -1% |
| Red Robin | 78 | 77 | -1% |
| Chili's | 77 | 76 | -1% |
| The Cheesecake Factory | 77 | 76 | -1% |
| Denny's | 76 | 75 | -1% |
| Red Lobster | 77 | 75 | -3% |
| Buffalo Wild Wings (Inspire Brands) | 76 | 74 | -3% |
| Applebee’s (Dine Brands) | 77 | 73 | -5% |
| IHOP (Dine Brands) | 74 | 73 | -1% |
Full-Service Restaurant Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Accuracy of food order | 88 | 87 |
| Food quality (taste, temperature, freshness of ingredients) | 86 | 86 |
| Website satisfaction | 81 | 86 |
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 85 |
| Beverage quality (taste, temperature) | 84 | 84 |
| Courtesy and helpfulness of waitstaff | 85 | 84 |
| Restaurant layout and cleanliness | 86 | 84 |
| Variety of food on menu (not including beverages) | 84 | 84 |
| Variety of beverages on menu | 82 | 83 |
| Speed with which food order was received at table | 83 | 82 |
| Quality of mobile app | 85 | 78 |
Industry averages are weighted by companies’ market shares.