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:
2021
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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