guestXM – by Black Box Intelligence

Restaurant Guest Satisfaction Snapshot to Reveal Online Brand Health of Chain Restaurants

Newest Guest Intelligence (formerly White Box Social Intelligence) product reveals insights on consumer feedback and guest satisfaction on over 620 brands in the restaurant industry.

Guest Intelligence Unveils Monthly ‘Restaurant Guest Satisfaction Snapshot’ for Online Brand Health Insights

May 24, 2017, | Dallas, TXGuest Intelligence, a Black Box Intelligence company, has launched the “Restaurant Guest Satisfaction Snapshot,” revealing insights on consumer feedback and guest satisfaction on over 193,000 units and 620 brands in the restaurant industry. View the latest edition, “Value Reigns in the Eyes of Restaurant Consumers,” here.

“We are excited to bring a new perspective on consumer feedback, 100 percent fueled by online, unsolicited guest comments and sentiment,” said Wally Doolin, Chairman and Co-Founder of Black Box Intelligence. “In addition, the ability to highlight the correlations between online reputation and workforce and financial performance is incredibly exciting,” Doolin continued.

This monthly Restaurant Guest Satisfaction Snapshot highlights top-performing brands based on sentiment for: “food,” “service” and “intent to return;” top and bottom-performing designated market areas (DMAs) are also identified for those attributes as well as for “value,” “beverages” and “ambiance.” In addition, positive sentiment year-over-year trends are identified as well as the best and worst-performing U.S. regions. Finally, the snapshot connects the dots on performance by unveiling correlations between online guest satisfaction and workforce and operational performance.

“The combination of Guest Intelligence benchmarks with Financial Intelligence sales outcomes is a game-changer for restaurants, and we are so excited to share this snapshot of performance with the industry,” said Kathleen Buehler, Executive Director for Guest Intelligence.

Brands of note in the April edition of the Restaurant Guest Satisfaction Snapshot include Carvel, Fleming’s, Freebirds World Burrito, Legal Sea Foods, Papa Murphy’s, Qdoba Mexican Eats, Raising Cane’s, Seasons 52, SweetFrog, Wawa and Wienerschnitzel.

Click here to view the most recent Restaurant Guest Satisfaction Snapshot, “Value Reigns in the Eyes of Restaurant Consumers.”

Methodology Used for the Restaurant Guest Satisfaction Snapshot

The algorithm determining ranking brands is based on sentiment determined by Guest Intelligence. To be included in this monthly snapshot ranking, brands must have a total of at least 250 mentions for the month. Restaurant brands must have a minimum number of units to be eligible as well (quick service: 150, fast casual: 20, family dining: 45, casual dining: 20, upscale casual: 10, fine dining: 10). For DMA rankings, only the largest 25 are considered.

About Guest Intelligence

Guest Intelligence, a Black Box Intelligence company, is the first online customer feedback tool made exclusively for restaurants. Track your brand’s online sentiment utilizing key attributes such as food, service, value, intent to return, etc. Guest Intelligence is tracking over 620 brands to benchmark customer satisfaction and is the only online tool that integrates with operational performance data to validate the impact on financial performance.

About Black Box Intelligence

Black Box Intelligence is the parent company of Workforce Intelligence, Financial Intelligence, and Guest Intelligence. Workforce Intelligence provides service-sector human capital and workforce analytics for its members every month. Financial Intelligence provides weekly financial and market-level data for the restaurant industry. Guest Intelligence delivers consumer insights and reveals online brand health. Black Box Intelligence membership represents 38,000 restaurant units, 2.3 million employees, and $67 billion in sales. They are also the producers of leading restaurant industry events including the Global Best Practices Conference held annually each January in Dallas, Texas.

Subscribe to our Out of the Box Insights

Our monthly update providing data and insights for the restaurant industry.