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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

  • Inaugural year:

    2007

  • Updated:

    annually

  • Most recent data:

    2022

  • 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.

Connect With ACSI

Connect With ACSI

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