6 casual-dining chains scoring well with takeout

Today’s consumers are looking for convenience, including from restaurants. It’s driving an uptick in takeout, as well as an overall desire for a faster, easier experience. While some brands have struggled to translate their dine-in experience to takeout (In fact, consumers typically rate their overall satisfaction with a full-service chain 6% higher than they do when asked about out-of-restaurant satisfaction), there are others winning with carryout.

In fact, looking at data from the most recent four quarters, these six brands scored higher marks when it comes to diners’ satisfaction with their takeout. Scores are based on the percentage of those who rated their overall satisfaction with the chain as “very good.”

One factor often swaying diners’ favoritism of takeout: wait times. Often, when the food is consistent, diners prefer to be able to grab their meals right away, versus waiting to be seated. Here’s a look at some of the reasons diners may prefer their food to go from these spots.

Source: Technomic's Consumer Brand Metrics

Overall satisfaction score: 49.7%
Satisfaction outside the restaurant: 58.6%

For the most part, respondents think Olive Garden provides good service. One complaint the brand did receive from dine-in guests: “Wait time is a little long.” Others echoed a similar sentiment, not loving the time it takes to get seated or that restaurants sometimes feel crowded and noisy. 

Overall satisfaction score: 49.7%
Satisfaction outside the restaurant: 58.6%

“Not the best service,” said one respondent. “Service was a little slow, and they were not that busy,” said another. While remarks about the food were consistently pretty positive, the in-unit service level received a mixed bag of marks. 

Overall satisfaction score: 45.9%
Satisfaction outside the restaurant: 53.6%

While respondents consistently enjoy the food at Fridays, multiple respondents remarked that servers were busy and often didn’t come back to check on refills or bring the check unless the guest flagged them down. 

Overall satisfaction score: 42.9%
Satisfaction outside the restaurant: 50%

Some consumer responses cited slow service, while others mentioned outdated units, showing that diners aren’t necessarily going to Big Boy for the top-notch service and ambiance, but rather are being driven by the food. 

Overall satisfaction score: 55.7%
Satisfaction outside the restaurant: 61.1%

Convenience is a big component of carryout satisfaction, and Outback was among the first national casual-dining chains to launch curbside pickup, an added ease when delivery isn’t always an option. 

Overall satisfaction score: 55.6%
Satisfaction outside the restaurant: 60.4%

The difference in scores is less than 5%. One reason diners may be slightly more satisfied with takeout is the common wait for a table on weekends and during other peak times.