This is how Brands Growing Traffic Stand Out

Restaurant Guest Satisfaction Snapshot™

Top 5 Restaurant Brands

Best Restaurants Rated Socially for Food

Food

  • The Capital Grille
  • Mendocino Farms
  • Trulucks
  • Eddie V's Prime Seafood
  • Seasons 52
Best Restaurants Rated Socially for Service

Service

  • Fish City Grill
  • Trulucks
  • The Capital Grille
  • Eddie V's Prime Seafood
  • Seasons 52
Best Restaurants Rated Socially for Intent to Return

Intent to Return

  • Ninety Nine Restaurant & Pub
  • Fish City Grill
  • The Capital Grille
  • Eddie V's Prime Seafood
  • Seasons 52

Connecting the Dots on Performance

Restaurant brands with positive traffic growth had 11.3pp higher net service sentiment than the rest of brands tracked
Top-quartile brands differentiated themselves through server knowledge and experience.

Although 2019 has been characterized by lackluster same-store sales growth and the continued erosion in traffic, there are restaurant brands that have experienced sustained success in this environment. TDn2K has been studying those brands to determine what they are doing differently. The latest analysis shows that during the first three quarters of 2019, restaurant brands that have been able to grow their same-store traffic had service net sentiment 11.3 percentage points higher than the rest of brands tracked and who experienced negative traffic growth during the period. But within the broad concept of restaurant service, are there any aspects of the service experience that these top performing brands excelled at to further differentiate from their competitors? The data shows two areas in which these brands that are growing their traffic execute particularly well. Restaurants with traffic growth had the widest margin in sentiment based on server knowledge. Server knowledge guest sentiment was 15 percentage points higher for top performing brands compared with the rest. Secondly, they differentiated the most based on keywords related to the overall service experience. When guests of these top performers mentioned "experience" they had a net sentiment almost 14 percentage points higher than their competitors.

Top DMAS

  • Best Restaurant Food DMA

    Food

    orlando, fl
  • Best Restaurant Service DMA

    Service

    orlando, fl
  • Best Restaurant Service DMA

    Intent to Return

    new york, ny
  • Best Restaurant Service DMA

    Beverage

    orlando, fl
  • Best Restaurant Service DMA

    Ambiance

    orlando, fl
  • 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

    los angeles, ca
  • Worst Restaurant Value DMA

    Value

    los angeles, ca

Orlando, Florida once again emerged as the market with the most positive guests. Orlando led the country in October among the largest 25 DMAs in the country based on its positive sentiment on restaurant food, beverages, service, ambiance and value. An interesting newcomer to the most positive DMA list was New York, which topped the country based on restaurant guest stated intent to return to the brands they mentioned online. California markets returned as the metropolitan areas with the lowest restaurant guest sentiment. It is not difficult to see how markets with such a depth and variety of restaurants can foster an environment in which expectations are high and online reviews and comments tend to be less positive than in other areas of the country. Los Angeles had the guests with lowest sentiment based on restaurant beverages, ambiance and value. San Francisco was the market with the lowest guest sentiment based on restaurant food, service and intent to return. This is particularly troubling for San Francisco, since it also experienced same-store traffic growth two percentage points worse than the national benchmark during October, which means restaurant guests are reducing the frequency with which they return to chain restaurants at a much faster pace than in the rest of the country.

Best & Worst Regions

Best
  • florida62.4% Positive
  • western58.7% Positive
  • mountain plains57.2% Positive
Worst
  • california52.7% Positive
  • new england51.9% Positive
  • ny-nj50.7% Positive

Once again, restaurant guest sentiment is mostly positive across all of the country. All regions experienced over 50 percent of all guest mentions and reviews classified as positive during October. However, contrary to what has been reported in recent months, only one region of the country (Florida) was able to achieve over 60 percent positive mentions during the month. The Western region and Mountain Plains region rounded up the list of restaurant guests with the most positive sentiment during October. The latter has persistently retained its position as home to some of the most positive restaurant guests in the country for years. On the other end of the spectrum we find the least positive restaurant reviews and mentions in New York-New Jersey, New England and California.

Be the first to know of future snapshots

  • This field is for validation purposes and should be left unchanged.

The Restaurant Guest Satisfaction Snapshot is produced by White Box Social Intelligence™, a TDn2K Product™. WBSI is tracking over 192 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.