guestXM – by Black Box Intelligence

Top-Performing Restaurants Focus On These Guest Satisfaction Metrics [Infographic]

Which guest satisfaction metrics drive the biggest results for restaurant brands? Check out the top attributes for each dining segment.

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?

Unlocking Success

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.


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