Restaurant customers have different expectations for food, ambiance, and value when walking into a fine dining restaurant versus a fast food joint. So, which guest satisfaction metrics do the top-performing brands in each dining segment focus on to rise above the rest?
Guest Satisfaction Metrics That Define Top-Performing Restaurants
First, let’s take a look at what top performance in the restaurant industry looks like:
- Black Box Intelligence (formerly TDn2K) distinguishes top-performing companies as those in the top 25 percent of comp sales growth.
- In 2017, these brands in the top quartile reported an average comp sales growth of 2.4 percent, compared to the bottom quartile which reported an average comp sales growth of -6.9 percent.
- Top performers also reported 6.2 percent higher traffic growth and 2.3 percent higher guest check growth.
- Finally, restaurant brands in the top tier of sales performance received 6 percent lower management turnover and 11.3 percent lower hourly turnover than their segment benchmarks in 2017.
Guest Intelligence (formerly White Box Social Intelligence)™ presents the latest data on the biggest gaps in guest sentiment between the best-in-class restaurants and their segment median.