High Restaurant Turnover Correlates to More Negative Service Mentions Online

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

Service has proven to be the key driver of restaurant sales performance according to TDn2K's research. White Box Social Intelligence data shows that those brands which experienced an increase in their restaurant management turnover tended to have a more negative guest sentiment regarding their service. The mid-afternoon and breakfast day parts have seen the best results based on same-store sales during the last four quarters and seem to be where growth potential may be for the industry. Those restaurant brands with the most positive sentiment from their guests regarding their intent to return also tend to outperform the sales growth of their peers during this crucial mid-afternoon time slot.

Top DMAS

  • Best Restaurant Food DMA

    Food

    minneapolis-st paul, mn
  • Best Restaurant Service DMA

    Service

    los angeles, ca
  • Best Restaurant Service DMA

    Intent to Return

    philadelphia, pa
  • Best Restaurant Service DMA

    Beverage

    san francisco-oakland, ca
  • Best Restaurant Service DMA

    Ambiance

    san francisco-oakland, ca
  • Best Restaurant Value DMA

    Value

    philadelphia, pa

Bottom DMAS

  • Worst Restaurant Food DMA

    Food

    san francisco-oakland, ca
  • Worst Restaurant Service DMA

    Service

    philadelphia, pa
  • Worst Restaurant Service DMA

    Intent to Return

    charlotte, nc
  • Worst Restaurant Service DMA

    Beverages

    houston, tx
  • Worst Restaurant Service DMA

    Ambiance

    philadelphia, pa
  • Worst Restaurant Value DMA

    Value

    indianapolis, in

Restaurant guests had the most positive sentiment in California markets and in Philadelphia during March. The market with the most positive service sentiment was Los Angeles, while most positive for beverage and restaurant ambiance was San Francisco. Philadelphia was the market with the most positive value and intent to return guest sentiment. Value was determined to be a key performance differentiator between top and bottom brands in Q1 2017, so it is not surprising that the DMA with the highest positive value sentiment was also the one that got the highest intent to return scores. However, not all was positive in these markets. Guests had conflicting views when it came to rating their restaurant experiences in some of these markets. San Francisco had the lowest positive sentiment based on food and Philadelphia had the lowest positive scores for service and ambiance.

Best & Worst Regions

Best
  • mountain plains43.4% Positive
  • western39.4% Positive
  • southeast39.3% Positive
Worst
  • southwest36.5% Positive
  • ny-nj36.0% Positive
  • texas36.0% Positive

The Mountain Plains region has emerged as the one with the most positive restaurant guest sentiment during the first quarter of 2017. During all three months of the first quarter, it was the region with the most positive guest satisfaction scores. In March, the average percentage of positive guest mentions was 38 percent across the eleven regions of the country; Mountain Plains received 43 percent positive guest mentions, singificantly higher than the industry average. The opposite can be said of the Southwest region, which has been among the bottom three regions based on positive guest sentiment over the last three months. In fact, the Southwest had the least positive sentiment the last two months in a row.

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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.