Customers can’t get enough of… Logan’s Roadhouse?
The 125-unit steakhouse chain topped a newly published casual-dining Customer Loyalty Index from Market Force Information, a researcher that specializes in mystery shopping.
The index uses customer satisfaction scores and their likelihood to recommend to calculate an overall loyalty score. It is based on surveys of more than 3,400 U.S. consumers.
Houston-based Logan’s jumped eight spots in this year’s ranking, finishing with a score of 4.52 out of 5. That was well ahead of the next highest ranked chains, which were Pappadeaux Seafood (4.46), Texas Roadhouse (4.45), Mellow Mushroom (4.44) and LongHorn Steakhouse (4.43).
Logan’s scored particularly high on service, cleanliness, atmosphere, and food quality, which were some of the biggest factors affecting overall customer satisfaction.
Despite operating in the red-hot steakhouse segment, the chain has not done particularly well in recent years. From 2019 to 2024, Logan’s systemwide sales declined 38%, and it closed 74 locations.
But it has made improvements under owner SPB Hospitality, which also owns the Krystal fast-food chain and other brands.
For instance, Logan’s has invested in better steaks and has boosted training to ensure employees are preparing them correctly, said Josh Kern, CEO of SPB, in an email.
“In a market where diners are trading up from fast food for better experiences, those who invest in the basics and deliver consistent quality are being rewarded with loyalty,” he said. “Logan’s win is proof you don’t need gimmicks—just a relentless focus on execution.”
Logan’s has also been staying on top of consumer trends. It recently rolled out a value menu, the Real Deal Meal, featuring an entree, salad, side, bottomless rolls and a drink starting at $11.99. It also has a new line of “dirty sodas.”
Elsewhere on the 45-brand loyalty ranking, Pappadeaux saw a significant improvement over last year, rising five spots, while the fast-growing Texas Roadhouse held steady at No. 3.
Chili’s, the hottest restaurant chain in the country as of late, landed at No. 19, with a loyalty score of 4.21. That was a slight improvement over last year (4.19).
Bringing up the rear were a pair of family-dining chains, IHOP (3.9) and Denny’s (3.92).
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