Online Food Mentions Swing Positive for First Time Since March

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

Value is emerging as a key metric that differentiates top performing brands in the marketplace. Restaurants have been facing tough competition from grocery stores recently as prices drop year over year. From this perspective, it makes sense that those brands that have the highest same-store sales growth rates tend to have much higher guest sentiment scores based on their value. In fact, during the second quarter of 2017, brands that achieved the highest same-store sales had about 40 percent more positive than negative value mentions online. For the worst performing brands, the percentage of net positive value mentions was only 27 percent. Similarly, top performing brands also continue to post better guest sentiment scores for service. During the second quarter, top performing brands had 10 percent more positive service mentions than their underperforming counterparts. On average, all restaurant brands only achieved only 31 percent positive service mentions during the quarter. So, a 10 percent difference in service scores is pretty significant.

Top DMAS

  • Best Restaurant Food DMA

    Food

    orlando, fl
  • Best Restaurant Service DMA

    Service

    sacramento, ca
  • Best Restaurant Service DMA

    Intent to Return

    phoenix, az
  • Best Restaurant Service DMA

    Beverage

    boston, ma
  • Best Restaurant Service DMA

    Ambiance

    raleigh-durham, nc
  • Best Restaurant Value DMA

    Value

    orlando, fl

Bottom DMAS

  • Worst Restaurant Food DMA

    Food

    detroit, mi
  • Worst Restaurant Service DMA

    Service

    houston, tx
  • Worst Restaurant Service DMA

    Intent to Return

    st. louis, mo
  • Worst Restaurant Service DMA

    Beverages

    houston, tx
  • Worst Restaurant Service DMA

    Ambiance

    denver, co
  • Worst Restaurant Value DMA

    Value

    atlanta, ga

Restaurants in Florida, particularly Orlando, have received the most positive guest sentiment in the past. During September, Orlando was the major metropolitan area with the most positive sentiment for food and value. Even if restaurant sales growth was negatively impacted by hurricane Irma during September in this market, it seems restaurants there continued to meet their customer expectations. Another interesting finding during the month was that for the first time since the inception of the Restaurant Guest Satisfaction Snapshot, Sacramento achieved the top position based on restaurant service net positive guest sentiment. It also topped the list based on highest same-store sales growth during September. This further highlights the importance that service has in the guest's mind as a key driver for top restaurant performance.

Best & Worst Regions

Best
  • mountain plains37.1% Positive
  • western32.8% Positive
  • midwest31.5% Positive
Worst
  • ny-nj29.3% Positive
  • mid-atlantic28.4% Positive
  • southeast28.2% Positive

Restaurant guests in the Mountain Plains are by far the most positive in the country about their restaurant experiences. They also shared the most positive mentions of service and value for restaurant brands they visited during September. Restaurant guests in the Western region, California and the Midwest were also more positive than most. These regions, except for the Midwest, reported the highest same-store sales growth in September. By contrast, the restaurant guests with the lowest percentage of positive restaurant mentions during the month were from the Southeast, the Mid-Atlantic and New York/New Jersey. Restaurants in the New York/New Jersey area are likely used to the negative outlook of their guests, as this region consistently ranks among least positive regions regarding its restaurant guest sentiment.

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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.