Restaurant Guests’ Intent to Return Continues Slipping

Restaurant Guest Satisfaction Snapshot

Top 5 Restaurant Brands

Best Restaurants Rated Socially for Food

Food

Best Restaurants Rated Socially for Service

Service

Best Restaurants Rated Socially for Intent to Return

Intent to Return

Connecting the Dots on Performance

According to TDn2K's Black Box Intelligence, guest perception of value became a key differentiator between the top and bottom performers during the first months of 2017. Not surprisingly, lunch sales reflect restaurant guest satisfaction based on the perceived value of their meals. For people eating out for their mid-workday meals, it makes sense for value to be a key attribute. Those restaurant brands that scored worse in terms of their negative perception of value tended to have lower lunch same-store sales than their competitors.

Consumer preferences have shifted over the last few years and breakfast has become a great source of opportunity for restaurant sales growth. TDn2K analysis has shown that those brands that are greatly underperforming their peers based on breakfast same-store sales growth tend to have less positive reviews on Google. Restaurant consumers have embraced this day part and it seems that those restaurant brands that have capitalized on it the most tend to be perceived more favorably by their guests.

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

    denver, co
  • Best Restaurant Service DMA

    Ambiance

    raleigh, nc
  • Best Restaurant Value DMA

    Value

    sacramento, ca

Bottom DMAS

  • Worst Restaurant Food DMA

    Food

    detroit, mi
  • Worst Restaurant Service DMA

    Service

    miami, fl
  • Worst Restaurant Service DMA

    Intent to Return

    detroit, mi
  • Worst Restaurant Service DMA

    Beverages

    houston, tx
  • Worst Restaurant Service DMA

    Ambiance

    atlanta, ga
  • Worst Restaurant Value DMA

    Value

    dallas-ft worth, tx

Restaurant guests in Orlando were the most satisfied with their restaurant experiences during February. This market topped the list for most positive guest sentiment based on food, service and intent to return during the month. The opposite occurred in Detroit, where restaurant guests were the least satisfied with their food and expressed the least likelihood of returning to the restaurant brands they visited. Additionally, the negative guest sentiment in the bottom DMAs seemed to also be reflected in the poor sales results reported for these markets. The five markets represented in the bottom DMAs are all included among the worst eight markets based on same-store sales growth during February (based on a group of the 25 largest DMAs in the country).

Best & Worst Regions

Best
  • mountain plains50.6% Positive
  • florida46.6% Positive
  • midwest46.5% Positive
Worst
  • southwest40.8% Positive
  • california40.5% Positive
  • new england40.0% Positive

Guests in the Mountain Plains and Florida regions tended to score higher in restaurant guest satisfaction during the first two months of the year, with Mountain Plains being the region with the highest positive sentiment during both January and February. On the other hand, the Southwest region has now been at the bottom of positive restaurant guest sentiment for two consecutive months.

Recent RGS Snapshots

January | February | March | April | May | June

The Restaurant Guest Satisfaction Snapshot is produced by White Box Social Intelligence™, a TDn2K company™. WBSI is tracking over 550 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 algorithm determining ranking brands is based on sentiment and determined by White Box Social Intelligence. 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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