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Brands Growing Traffic Backed by Positive Guest Sentiment

Restaurant Guest Satisfaction Snapshot™

Top 5 Restaurant Brands

Best Restaurants Rated Socially for Food

Food

  • Mendocino Farms Sandwich Market
  • The Capital Grill
  • Seasons 52
  • Eddie V's Prime Seafood
  • Truluck's
Best Restaurants Rated Socially for Service

Service

  • The Capital Grill
  • Seasons 52
  • Eddie V's Prime Seafood
  • Fleming's Steakhouse
  • Ocean Prime
Best Restaurants Rated Socially for Intent to Return

Intent to Return

  • The Capital Grill
  • Seasons 52
  • Eddie V's Prime Seafood
  • Fleming's Steakhouse
  • Ninety Nine

Connecting the Dots on Performance

There was a 7.8% spread in traffic growth between top and bottom performing brands in Q3.
Top performing brands kept diners coming back in Q3. Intent to return scores were 14.4pp higher than bottom performing brands.

Though the norm is for restaurants to continue to experience traffic loss year over year, top performing brands are continuously bucking the trend. During the third quarter of 2019, top performing brands based on same-store sales growth achieved same-store traffic results that were almost 8.0 percentage points higher than brands with the worst sales results*. Top performing brands are able to actually grow their guest counts per restaurant by attracting new customers as well as holding on to their current guests.

Online reviews and comments show these top performing restaurants deliver on a better experience for their guest across multiple attributes like food, service and ambiance. Furthermore, the data reveals that the actual stated intent to return from those guests in their online posts does reflect differences in traffic performance. Top performing brands* received intent to return scores that were 14.4 percentage points higher than those of underperforming brands during the third quarter of 2019.

Guest social data has proven to be an indicator of restaurant performance, particularly when it comes to intent to return.

*Comparison based on top and bottom quartiles determined by same-store sales growth rates

Top DMAS

  • Best Restaurant Food DMA

    Food

    orlando, fl
  • Best Restaurant Service DMA

    Service

    orlando, fl
  • Best Restaurant Service DMA

    Intent to Return

    orlando, fl
  • Best Restaurant Service DMA

    Beverage

    orlando, fl
  • Best Restaurant Service DMA

    Ambiance

    phoenix, az
  • Best Restaurant Value DMA

    Value

    orlando, fl

Bottom DMAS

  • Worst Restaurant Food DMA

    Food

    san francisco, ca
  • Worst Restaurant Service DMA

    Service

    san francisco, ca
  • Worst Restaurant Service DMA

    Intent to Return

    san francisco, ca
  • Worst Restaurant Service DMA

    Beverages

    los angeles, ca
  • Worst Restaurant Service DMA

    Ambiance

    san francisco, ca
  • Worst Restaurant Value DMA

    Value

    los angeles, ca

The long-standing trend continued in September: Guests in Orlando, Florida are the most positive restaurant guests among major metropolitan areas, while guests in San Francisco, California tend to rate their restaurant experiences less favorably.

Orlando led the country in most positive sentiment based on restaurant food, beverage, service, value and intent to return during September. Restaurant guests in Phoenix rated their experiences based on restaurant ambiance the most positive during the month.

Expectations seem to be especially high in California's major markets. Guests in San Francisco were the least positive when discussing restaurant food, service, ambiance and intent to return. In the case of Los Angeles, this DMA had the least positive sentiment based on restaurant beverages and value.

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The Restaurant Guest Satisfaction Snapshot (RGSS) is produced by data from Black Box Guest Intelligence™. Guest Intelligence is tracking over 190 brands to benchmark customer satisfaction and is the only online tool that integrates with operational performance data to validate the impact on financial performance. The data set focuses on six key attributes of the restaurant industry experience: food, service, ambiance, beverage, value and intent to return.

The RGSS algorithm determines the highest ranking brands based on sentiment. Brands included in this monthly snapshot must have a total of at least 250 mentions for the month. Restaurants must have a minimum number of units to be eligible as well. DMA rankings consider only the largest 25 areas.

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