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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:

    2021

  • Companies:

    14 major chains, plus aggregate of smaller restaurants

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Accuracy of food order 87 88
Food quality (taste, temperature, freshness of ingredients) 85 86
Restaurant layout and cleanliness 85 86
Courtesy and helpfulness of waitstaff 84 85
Quality of mobile app 85 85
Beverage quality (taste, temperature) 84 84
Variety of food on menu (not including beverages) 84 84
Speed with which food order was received at table 81 83
Reliability of mobile app (minimal down time, crashes, lags) 81 82
Variety of beverages on menu 82 82
Website satisfaction 80 81

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Full-Service Restaurants

Company 2020 2021 % Change
Full-Service Restaurants 79 80 1.3%
All Others 80 81 1%
LongHorn Steakhouse (Darden) 81 80 -1%
Olive Garden (Darden) 79 80 1%
Texas Roadhouse 80 80 0%
Cracker Barrel 79 78 -1%
Outback Steakhouse 78 78 0%
Red Robin 76 78 3%
Applebee’s (Dine Brands) 77 77 0%
Chili's 75 77 3%
Red Lobster 79 77 -3%
TGI Fridays 78 77 -1%
The Cheesecake Factory NM 77 NA
Buffalo Wild Wings (Inspire Brands) NM 76 NA
Denny's 76 76 0%
IHOP (Dine Brands) NM 74 NA

NM – Not measured  NA – Not available

Connect With ACSI

Connect With ACSI

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