Restaurant Satisfaction Declines in 2021, New Report Reveals | Franchise News
A new report shows that customer satisfaction was hit a bit at just about every type of restaurant in 2021.
The report, an analysis of reviews in the franchise space, was compiled by reputation management and analysis firm Merchant Centric, and the results aren’t great.
Using thousands of restaurant customer reviews pulled from top review websites between January and June 2021, the data showed that every segment of the restaurant industry has experienced a decline in customer satisfaction.
The best performance was gastronomy, which out of five stars recorded a decrease of only 0.02. The worst was quick relaxed. Of the 199 brands and 26,242 restaurants in the report, the segment experienced a decrease of 0.21 stars, from 4.06 to 3.85 stars. The industry’s average decline was -0.10.
In the casual dining room, reviews went down to 0.05 overall, but it was the brightest point in the restaurant industry. The leader was Mission BBQ, an unfranchised, which saw reviews flat at 4.63 out of five stars. Twin Peaks was the leading franchise chain. He saw the critics’ ratings increase from 0.05 to 4.42. Chili’s and On The Border both sank, the former dropping from 0.16 to 3.86 and On The Boarder Mexican Grill dropping from 0.17 to 3.85 on five stars.
In the fast-casual segment, Chicken Salad Chick was top rated with 4.55 stars, which is a drop of 0.01 from reviews. Burger chain Mooyah was the only producer of reviews, as it increased from 0.01 to 4.50 stars. Average reviews in the fast casual space were 3.85 stars.
Among the top QSR brands, Chick-fil-A maintained the # 1 review spot with 4.39 stars, well ahead of the 3.73 out of five average. But even the chicken juggernaut saw reviews drop, dropping 0.11 in 2021. Runza, as shown in the graph below, was the only producer of reviews with an increase from 0.02 to 4.35 .
It is not entirely clear what led to the decline, but the most likely main culprit is work. The QSR space recorded an incredible 144% average revenue, up 10% from 2019, according to Black Box Intelligence. This comes even as QSR salaries have increased by 10%.
It is similar throughout the restaurant space; anyone who operates today sees historic labor difficulties. Skeletal teams and rapid turnover usually mean poorer operations and lower customer satisfaction.