5 chains with the most improved consumer satisfaction

Consumers rank Starbucks as the most-improved restaurant brand in customer satisfaction, according to just-released Consumer Brand Metrics data from Restaurant Business’ sister company Technomic.

The coffee chain showed improvement in seven of nine customer-satisfaction categories tallied, including service and hospitality, unit appearance and ambiance, food and beverage, and more.

Here are the chains that improved the most during Q2 2017-Q1 2018 versus the same period the previous year, according to Technomic data.

Culver’s, which showed perceived improvement in four of nine categories, posted a 5.6% increase in overall consumer ratings of improvement. That includes a 4.5% increase in service and hospitality, a 4.3% jump in unit appearance and ambiance, a 1.6% increase in food and beverage quality and a 3.8% rise in convenience and takeout. Meanwhile, the quick-service burger chain saw a 1.6% drop in satisfaction with its technology.

Consumers rated Texas Roadhouse 4.3% higher overall compared to the previous year’s data. The casual-dining chain saw increases in nearly every category, including a 2% jump in service and hospitality, a 2.9% rise in unit appearance and ambiance, a 3.8% increase in food and beverage satisfaction, a 2.5% increase in convenience and takeout, a 2.3% jump in value, a 2% rise in technology and a 2.8% increase in brand image. Despite off-premise advances from the competition, the chain has remained staunchly anti-delivery while beefing up its to-go program.

Starbucks saw an overall gain of 2.9% in overall consumer satisfaction, while showing the most growth of any surveyed chain in the number of individual survey categories with ratings jumps. The coffee chain, known for its consistent innovation, saw a staggering 7% jump in service and hospitality scores, a 3.9% increase in unit appearance and ambiance, a 5.8% rise in food and beverage, a 6% boost in convenience and takeout, a 3.6% increase in value, a 3.9% rise in technology and a 3.1 % increase in brand image.

Although Miller’s Ale House saw an overall decline of 0.7% in perceived satisfaction, the casual-dining chain did see boosts in a number of individual categories. Consumers rated the tavern-style chain 4.1% higher in unit appearance and ambiance over the previous period, 4.3% higher in convenience and takeout, 1.3% higher in food and beverage and 5% higher in technology. The chain’s brand image, however, dipped 3.4%.

Fazoli’s, the fast-casual pasta chain, saw its overall satisfaction scores drop 6.1%. However, the chain posted gains in a number of metrics, including a 4.9% increase in unit appearance and ambiance, a 2.7% rise in convenience and takeout, a 5% increase in technology and a 3.4% jump in brand fit and loyalty.